Job Description
Job Title:
Member Affairs Manager
Reporting To:
Chief Executive Officer (CEO) / Board of Directors
Location:
Nairobi, Kenya (with travel to regional chapters)
Key Responsibilities
•
Member Recruitment & Onboarding
: Develop and execute strategies to grow the membership base targeting private hospitals, nursing homes, outpatient and stand-alone dental, renal dialysis and specialized facilities. Manage the end-to-end onboarding process for new members.
•
Retention & Engagement
: Design and implement member retention programs. Act as the first point of contact for member grievances, ensuring timely resolution and high satisfaction levels.
•
Advocacy Support
: Collect and synthesize member feedback on issues including but not limited to regulatory, commercial, legal and tax to inform our client’s lobbying and advocacy efforts with the relevant stakeholders.
•
Chapter Coordination
: Oversee the activities of regional branches to ensure alignment with the national office and provide localized support to members.
•
Value-Added Services
: Identify and negotiate partnerships (e.g., with equipment suppliers or insurance firms) that provide exclusive benefits and discounts to our client’s members.
•
Event Management
: Lead the planning and execution of the Annual General Meeting (AGM), convention, regional workshops and Continuing Medical Education (CME) sessions, among others.
•
Communication
: Manage the membership database and oversee the distribution of newsletters, policy updates, and industry alerts to the membership.
Skills and Competencies
Core Competencies
•
Stakeholder Management:
Ability to navigate relationships with diverse hospital owners, medical superintendents, and government officials.
•
Strategic Thinking
: Ability to analyze healthcare trends and translate them into actionable member benefits.
•
Negotiation
: Skill in negotiating corporate partnerships and resolving disputes between members or with third parties.
•
Communication
: Proficient in both written and oral communication. Confident in presenting at high-level forums and leading member town halls.
Technical Skills
•
CRM Proficiency
: Experience using Customer Relationship Management (CRM) software to track member interactions and dues.
•
Policy Analysis
: Basic understanding of the Kenyan Healthcare Regulatory framework (Health Act, KMPDC Act, SHIF regulations) and other relevant legal and commercial frameworks with direct/indirect bearing on hospital operations.
•
Data Analytics
: Ability to generate and interpret membership growth and churn reports.
•
Networking:
Ability to network and grow relationships that are useful in advancing the interests of the association.
Requirements
Academic Qualifications & Experience
•
Degree:
Bachelor’s Degree in Healthcare Management, Business Administration, Public Relations, or Social Sciences.
•
Post-Graduate:
A Master’s degree in Public Health (MPH) or Strategic Management is highly desirable.
•
Professional Membership:
Active membership in a relevant professional body (e.g., Health Systems Management Association - HeSMA).
•
Experience:
At least 5–7 years of experience in a
membership-based organization
, ideally within the
healthcare or professional services sector
, with at least
3 years in a management role
.
