Head Of Department - Customer Marketing

Customer Marketing Role

The Customer Marketing function is tasked with driving customer engagement to ensure best in class touchpoint experience. It also plays a key role in developing and executing the commercial strategy, working closely with the Commercial Business Units and The Sales Organization.

At Safaricom, we're passionate about transforming lives. As a dynamic community, it's our human spirit, together with technology, that empowers us to achieve this. We challenge and innovate and aim to be a digital-first, insights-led organisation that enables platforms and ecosystem partnerships. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together. With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive and make a real difference.

What we're looking for In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Reporting to the Chief Channels Officer the role holder will Lead and oversee the development and implementation of Channel Marketing Plans, based upon market analysis, strategic priorities, and commercial Mission. He/she will be responsible to track and measure channel marketing activities and identify improvement opportunities to ensure ROI is maximized and sales opportunities are amplified. In addition, the role holder Will also be responsible for driving deeper internal and external partner relationships to unlock channel opportunities through effective, innovative, and tailored channel marketing strategies.

The role holder will be responsible for driving, developing, and implementing marketing strategies that target specific channels to promote services or products. This role includes creating marketing plans, staying up to date with the latest digital trends, and coordinating campaigns within the Brand marketing team.

Responsibilities

• Develop the Channel Marketing Vision and Strategy based on channel, competitor, and market insight. Set the Channel Marketing agenda.• Lead and oversee the development and implementation of the Channel Marketing Plans and to provide vendor & customer insight and feedback to shape UK&I strategy.• Align internal channel marketing support to sales, product, and technical teams to support strategic priorities and growth opportunities.• Deliver Customer centric planning to drive longer term strategies and block competitors.• Develop deeper & more frequent engagement with channel partners to uncover opportunities to maximise sales and channel engagement with channel partners.• Execute integrated, multi-channel marketing campaigns that offer the right products and propositions to the right customers through the right channel at the right time.• Lead shopper marketing initiatives including providing actionable insights to drive business strategy• Ensure that the Channel Marketing team have a cohesive six-month marketing plan and a promotional calendar in place for each strategic account.• Lead and share best practice within the Channel Marketing team.• Align with internal stakeholders to set priorities for the quarter and ensure timely sharing of information. Track activity, deliver appropriate reporting, ROI analysis and raise the visibility of the channel marketing plans internally

Health and Safety• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions

Qualifications

• Degree in a Business-related field•Minimum of 12 years' experience in a senior sales, marketing, or customer management role, where product quality and market management are paramount considerations• Member (MCIM) Chartered Institute of Marketing • Leadership skills and experience• Experience in managing and developing teams• Strong awareness if market trends, competitive impacts and market opportunities• Ability to manage multiple projects in a fast-paced, deadline-driven environment • Demonstratable experience in Marketing, including knowledge of Marketing strategies, Channels and Branding • Experience in managing ATL, BTL and through the line campaigns • Experience leveraging data and trends to generate insights and transforming them into marketing innovation• Deep understanding of total commercial spend, experience managing large marketing budget and media investment decisions • Experience leading marketing communication & execution projects • Experience in Sales Distribution will be of an added advantage • Ability to influence and lead others, including those outside of the Marketing function • Demonstrate critical thinking by analyzing data and synthesizing learning into insights and action to drive innovation in media mix decisions and strong business results. • Action-oriented with the ability to think and react quickly to changing circumstances ·• Strong sense of urgency, even when managing initiatives with long lead times, adaptability, and flexibility to meet changing priorities and adjust to different management styles

How to apply If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume.

About Us

We are the leading telecommunication company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 42 million customers connected and play a critical role in the society, supporting over one million jobs both directly and indirectly while our total economic value was estimated at KES 362 Billion ($ 3.2 billion) for the 12 months through March 2021. We are listed on the Nairobi Securities Exchange (NSE) and with annual revenues of close to KES 298 Billion ($2.5 billion) as at March 2022. We were founded in 1997 as a fully owned subsidiary of Telkom Kenya before a 40 percent acquisition by Vodafone Group PLC in May 2000, and a public offering of 25 percent shares through the NSE in 2008. Under the management of Vodafone Group PLC, we welcomed Michael Joseph, as our first CEO, a few months later in July of 2000. He led the company's growth to accommodate 16.71 million subscribers from the previous 20,000, largely owing to innovative products like M-PESA in 2007.

Job Info

Job Identification: 1011

Job Category: Sales, Operations & Product Management

Posting Date: 11/10/2025, 08:00 AM

Apply Before: 11/16/2025, 08:55 PM

Degree Level: University

Locations: Safaricom Care Centre, Waiyaki Way, Westlands, Nairobi, P.O BOX 46350, 00100, KE