KUSCCO Ltd, a prominent cooperative union serving the dynamic financial needs of Sacco societies in Kenya, is seeking a passionate and qualified Customer Relationship Officer to join its team. This full-time position is an exciting opportunity for an experienced customer service and relationship management professional who is ready to contribute to organizational growth and deliver exceptional member experiences.
This role is vital in supporting the marketing function, member acquisition, client engagement, and ensuring a seamless service delivery experience. The successful candidate will play a key role in reinforcing the SACCO’s commitment to providing responsive, member-centric solutions through personal interactions, digital engagement, and innovative service delivery mechanisms.
About KUSCCO Ltd
KUSCCO Ltd (Kenya Union of Savings and Credit Co-operatives) has been a central force in the cooperative movement of Kenya, offering a diverse range of products and services aimed at strengthening SACCOs nationwide. With a reputation for professionalism and commitment to sustainable cooperative growth, KUSCCO supports innovation, excellent service, and a strong sense of community.
This role not only offers a meaningful career path but also the chance to directly impact the lives of thousands of SACCO members across the country.
Position: Customer Relationship Officer
Job Type: Full-Time
Working Hours: 8 AM to 5 PM
Location: Kenya (Specific location not specified)
Start Date for Applications: June 16, 2025
Deadline for Applications: June 27, 2025
Salary Range: Competitive (Kshs. 000 – 000 Per Month placeholder, final figure unspecified)
Application Method: Submit CV via email and fill out the online form linked at the end of this post.
Key Responsibilities
As a Customer Relationship Officer at KUSCCO Ltd, your duties will span across member engagement, customer support, marketing support, and compliance. You will be responsible for the following:
Member Recruitment & Business Development
- Proactively support SACCO marketing initiatives and campaigns aimed at increasing membership numbers.
- Identify potential clients and business leads through market research and personal networking efforts.
- Actively recruit new SACCO members by presenting the value proposition of KUSCCO’s services and building credible relationships.
- Promote SACCO products and services in both in-person and digital settings to secure new business opportunities.
Customer Engagement & Experience
- Serve as the first point of contact for inquiries, ensuring that members and potential clients receive accurate, timely, and helpful responses.
- Handle customer complaints and concerns with empathy, efficiency, and professionalism, ensuring swift resolution and member satisfaction.
- Monitor and follow up on client feedback to enhance the quality of service offerings.
- Conduct structured exit interviews to gather feedback and extract valuable insights for service and retention improvements.
Events, Campaigns & Outreach Programs
- Play an integral role in organizing promotional events and campaigns that highlight the SACCO’s value to current and potential members.
- Coordinate member outreach programs, including educational sessions, product activations, and awareness events to increase SACCO visibility.
- Support public relations efforts to strengthen the SACCO’s community presence and member involvement.
Marketing & Communication Support
- Assist in the development and distribution of marketing materials such as flyers, brochures, newsletters, and digital content.
- Liaise with vendors and suppliers involved in the production and dissemination of marketing assets.
- Collaborate with the internal communications and marketing teams to ensure coherent messaging and branding in all member-facing communication.
Digital Platform Management
- Support the maintenance and content management of SACCO’s digital platforms including social media accounts and the website.
- Monitor member engagement on digital platforms and contribute to strategic communication plans based on audience behavior and feedback.
- Respond to social media queries and escalate complex issues as needed, ensuring prompt and professional online communication.
Compliance, Records & Reporting
- Ensure that all activities and engagements align with SACCO’s internal policies and procedures, and adhere to relevant regulatory guidelines.
- Maintain comprehensive and accurate records of member interactions, feedback received, and sales activities to support performance tracking and reporting.
- Provide periodic reports on customer relationship management activities, challenges, insights, and recommended strategies for improved engagement.
Academic Qualification
- A Diploma or Bachelor’s Degree in a business-related field such as Public Relations, Business Management, Marketing, or Cooperative Management is required.
Experience
- Minimum of two (2) years’ working experience in a similar capacity within a financial institution.
- Prior experience in a Deposit-Taking SACCO or banking environment is highly preferred.
- Familiarity and practical experience with Customer Relationship Management (CRM) systems will be an added advantage.
Skills and Competencies
- Proficiency in computer applications, including MS Office and digital communication platforms.
- Excellent verbal and written communication skills with a flair for engaging clients across different channels.
- Strong interpersonal skills with a collaborative approach to team interactions and cross-departmental communication.
- Exceptional organizational abilities with the capability to multitask and meet deadlines in a dynamic environment.
- Demonstrated ability to work independently with minimal supervision while maintaining a high level of accountability.
- Integrity, confidentiality, and adherence to ethical standards in all member interactions and professional responsibilities.
- A proactive, customer-centric mindset with a genuine commitment to service excellence.
- Analytical and problem-solving skills with the ability to resolve issues effectively and innovatively.
Why Join KUSCCO?
KUSCCO Ltd offers a supportive and forward-looking environment where employee contributions are recognized and valued. By joining the team, you will be part of a respected institution that directly impacts the financial empowerment of thousands of Kenyans. The organization fosters professional growth, leadership development, and the opportunity to work on transformative projects that shape cooperative financial inclusion.
Application Instructions
To be considered for this opportunity, please complete the application form available at the following link:
