Essential Job Details

• Position Title: Digital, Brand & Customer Experience Manager
• Location: Nairobi, Kenya (Head Office)
• Employment Type: Full-Time, Permanent
• Number of Vacancies: One (1)
• Salary: Competitive (based on experience)
• Category/Department: Digital Marketing, Branding, Customer Service, Insurance
• Reporting To: Chief Operating Officer (COO)
• Application Deadline: May 28, 2025 at 5:00 PM

Introduction

Are you a strategic, digitally-savvy professional with a passion for delivering customer-centric solutions and transforming brand narratives? If so, this exciting opportunity for a Digital, Brand & Customer Experience Manager in Nairobi may be the next pivotal step in your career journey.

This high-impact, full-time leadership role offers a unique blend of strategic oversight, brand elevation, and digital transformation within Kenya’s dynamic insurance sector. The successful candidate will spearhead integrated initiatives that strengthen customer loyalty, digital engagement, and brand performance, while driving the organization’s reputation as a customer-first insurer. This is not just a position — it’s a career opportunity to redefine how insurance is marketed, experienced, and perceived in Kenya.

If you are a forward-thinking leader with expertise in brand management, digital marketing, and exceptional customer experiences, then this job vacancy is crafted for you. Step into a role that empowers you to shape the future of a renowned insurance provider through innovation, collaboration, and visionary execution.

About Africa Merchant Assurance Company (AMACO)

Africa Merchant Assurance Company (AMACO) is one of Kenya’s most respected general insurance companies, with a long-standing reputation for excellence, integrity, and customer satisfaction. With headquarters in Nairobi, AMACO serves thousands of clients across the country, offering a wide array of general insurance products tailored to both individuals and corporates.

Built on a foundation of reliability and driven by innovation, AMACO strives to deliver superior insurance solutions while continually enhancing the client experience through digital platforms and customer engagement strategies. The company is recognized for its forward-thinking approach, blending traditional insurance values with 21st-century digital agility. As a Digital, Brand & Customer Experience Manager in Nairobi, you’ll join a purpose-driven team dedicated to protecting and empowering lives, properties, and businesses across Kenya.

Key Responsibilities of the Digital, Brand & Customer Experience Manager in Nairobi

As a senior leader within the organization, the Digital, Brand & Customer Experience Manager in Nairobi will oversee a cross-functional team and report directly to the Chief Operating Officer. This role is responsible for orchestrating the company’s digital marketing vision, brand growth strategy, and customer satisfaction roadmap. Your areas of responsibility include:

Strategic Leadership and Planning

• Develop and implement integrated customer experience strategies that align with AMACO’s long-term business goals and growth vision.
• Collaborate with senior leadership in the formulation of corporate strategy, including budgeting, planning, and execution tracking.
• Champion customer-first thinking across all internal departments and communication channels.
• Align branding and digital objectives with evolving industry trends and competitor positioning.

Customer Experience and Retention

• Lead customer retention initiatives, working closely with Sales and Marketing teams to improve loyalty and reduce churn.
• Oversee all customer care operations, ensuring customer inquiries, complaints, and requests are handled with urgency and empathy.
• Establish a customer experience feedback loop, using Net Promoter Scores (NPS), surveys, and digital analytics to inform service improvements.
• Design and launch omnichannel customer engagement initiatives, including loyalty programs, onboarding flows, and self-service portals.

Digital Marketing Strategy and Execution

• Design comprehensive digital marketing strategies, including PPC, SEO, email marketing, social media, and display advertising.
• Manage and optimize the company’s digital assets including the corporate website, landing pages, campaign microsites, and blogs.
• Create, test, and scale digital campaigns that drive engagement, lead generation, and conversion across customer segments.
• Implement tracking mechanisms and marketing automation tools to monitor the full digital sales funnel and conversion journeys.

Brand Management and Corporate Communication

• Safeguard and grow AMACO’s brand equity, ensuring consistent and authentic brand messaging across all external and internal touchpoints.
• Lead integrated marketing communication plans, encompassing ATL, BTL, PR, CSR, and digital campaigns.
• Oversee visual identity and storytelling standards, ensuring they resonate with the Kenyan market and the organization’s values.
• Collaborate with creative agencies, media partners, and internal design teams to create powerful brand campaigns.

Data Analytics, Performance Reporting, and Insights

• Define and monitor performance KPIs across digital marketing, branding, and customer experience domains.
• Generate actionable insights from Google Analytics, CRM data, and CX dashboards to guide decision-making.
• Produce monthly, quarterly, and annual reports on campaign ROI, customer sentiment, brand health, and digital conversion rates.
• Recommend improvements and course corrections based on data-led performance evaluations.

Compliance, Risk Management, and Innovation

• Ensure compliance with all regulatory requirements, including the Data Protection Act and CAK guidelines on digital marketing.
• Implement data privacy best practices across all customer data touchpoints.
• Stay updated on emerging technologies (e.g., chatbots, AI-based personalization, Martech tools) to propose innovative customer engagement models.
• Evaluate and mitigate reputational risks, especially on social media and public forums.

Team Leadership and Operational Excellence

• Lead and mentor a multi-disciplinary team including digital marketers, brand officers, content creators, and customer service agents.
• Establish performance benchmarks, conduct appraisals, and manage talent development plans.
• Prepare departmental budgets and work plans, ensuring resource alignment with company priorities.
• Implement internal controls and SLAs, ensuring operational excellence across digital and customer touchpoints.

Qualifications and Skills Required for the Digital, Brand & Customer Experience Manager in Nairobi

This role demands a high-performing, multi-skilled leader with proven expertise in customer-first strategy and digital innovation. The ideal candidate will possess:

• A Bachelor’s degree in Marketing, Communications, Business Administration, Public Relations, or related field.
• A Master’s degree or professional certification in Digital Marketing, CX, or Brand Management is a strong advantage.
• Minimum of six (6) years’ progressive experience in digital marketing, branding, and customer experience management.
• At least three (3) years in a senior leadership or departmental head role within a corporate setting (preferably insurance, financial services, or telecom).
• Strong leadership and team management skills, with experience leading diverse teams across multiple functions.
• Excellent understanding of brand positioning, corporate identity, campaign lifecycle management, and public relations.
• Technical fluency in CRM systems, content management platforms, digital marketing tools (e.g., Google Ads, HubSpot, Hootsuite), and CX platforms.
• Data-driven mindset, capable of translating insights into action.
• Impeccable communication skills, with the ability to present strategy to executive management and lead change across departments.
• Demonstrated creativity, resilience, and innovation, especially in high-stakes or ambiguous situations.

Work Culture and Growth at AMACO

Africa Merchant Assurance Company is deeply committed to fostering a culture of excellence, collaboration, and empowerment. As a Digital, Brand & Customer Experience Manager in Nairobi, you’ll thrive in:

• A performance-driven environment where initiative and accountability are rewarded.
• A transparent leadership structure that values your strategic input.
• A diverse team united by a shared mission to protect lives and livelihoods.
• Continuous access to professional development opportunities, both in Kenya and internationally.
• A culture of customer obsession, digital transformation, and brand storytelling at its core.

How to Apply for the Digital, Brand & Customer Experience Manager in Nairobi Position

Apply now for the Digital, Brand & Customer Experience Manager in Nairobi position.

Qualified candidates who meet the above requirements are invited to submit their applications online through the official AMACO HR platform.

Deadline: Submit your application by May 28, 2025 at 5:00 PM (EAT)

Application Link:
👉 Apply Here

Note: Only shortlisted applicants will be contacted. Africa Merchant Assurance Company is an equal opportunity employer and embraces workplace diversity and inclusion. We encourage applications from all qualified individuals regardless of background, gender, or disability status.

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TAGS: Digital, Brand & Customer Experience Manager in Nairobi, insurance marketing jobs Kenya, customer experience leadership Kenya, digital transformation careers, senior marketing manager jobs Nairobi, AMACO careers 2025, customer engagement strategist, brand management jobs Kenya, insurance communication jobs