M.P. Shah Hospital, one of the leading healthcare institutions in Kenya, renowned for its commitment to excellence in patient care and medical innovation, is pleased to announce a new vacancy in its Marketing, Brand & Communications Department. The hospital is seeking a highly professional, results-oriented, and evidence-driven individual to fill the position of Client Relations Manager.
This position represents a pivotal role in advancing the hospital’s strategic objectives by spearheading client engagement, relationship management, and business growth. It offers an opportunity for a skilled professional to make a meaningful impact within the healthcare sector while contributing to one of the most trusted health institutions in the region.
Introduction to M.P. Shah Hospital
M.P. Shah Hospital is a modern 210-bed facility located in Parklands, Nairobi. It is fully equipped with state-of-the-art infrastructure, qualified medical specialists, and professional staff. The hospital is known for its patient-centric care and offers services that span from general consultations to complex medical procedures and specialized treatments. With a firm commitment to providing compassionate, world-class care, M.P. Shah Hospital continues to grow its service footprint and influence in the region.
As part of this growth trajectory, the hospital’s Marketing, Brand & Communications Department is strengthening its team to drive client relations and commercial development efforts. The Client Relations Manager will serve as a key driver in enhancing the hospital’s market presence, fostering meaningful partnerships, and achieving measurable business goals.
Position: Client Relations Manager
Department: Marketing, Brand & Communications
Reporting To: Head of Marketing, Brand & Communications
Location: M.P. Shah Hospital, Nairobi
Deadline for Application: 4th July 2025
Job Summary
The Client Relations Manager will be responsible for spearheading business development initiatives while ensuring client satisfaction and retention through proactive engagement strategies. This role blends strategic thinking with relationship-building skills and strong execution capabilities. The successful candidate will oversee a diverse range of client-related activities, including prospecting, pitching services, negotiating contracts, and managing long-term relationships with B2B and B2C clients.
The jobholder will report to the Head of Marketing, Brand & Communications and work closely with a multidisciplinary team to ensure alignment with the hospital’s business objectives and service excellence standards.
Detailed Duties and Responsibilities
1. Business Development
The core responsibility of the Client Relations Manager is to contribute to the growth and diversification of the hospital’s revenue streams. This will be achieved through:
- Developing, implementing, and monitoring business development strategies aligned with the annual sales plan.
- Mapping and profiling new client prospects and identifying opportunities for partnership across sectors including insurance, corporates, and the medical community.
- Leading and participating in pitch meetings, client presentations, and business proposal discussions.
- Negotiating and closing commercial contracts with new clients, ensuring terms are mutually beneficial and aligned with hospital policies.
- Conducting regular, data-driven market research and competitive analysis to understand client needs, service trends, and identify market gaps.
- Collaborating with other departments to package and promote the hospital’s services in a client-centric manner.
2. Client Relationship Management
Relationship management is a cornerstone of this role. The Client Relations Manager will:
- Build and maintain strategic relationships with consultant doctors, insurance partners, medical practitioners, and corporate clients.
- Serve as the primary point of contact for client queries, feedback, and conflict resolution, ensuring a seamless client experience.
- Plan and coordinate client engagement events, forums, and review meetings to strengthen relationships and reinforce the hospital’s value proposition.
- Track client satisfaction and retention metrics, proposing and implementing initiatives to address gaps.
- Work with internal teams to customize service delivery for key clients where necessary, ensuring a personalized and impactful experience.
3. Communication and Reporting
Effective internal and external communication is vital for success in this role. The Manager will be responsible for:
- Articulating and promoting the hospital’s range of services, packages, and special programs to clients using professional presentations, brochures, digital tools, and one-on-one meetings.
- Preparing regular and ad hoc reports on client engagement outcomes, service uptake, satisfaction levels, and key performance indicators to aid management decision-making.
- Ensuring client feedback is captured systematically and reported back to relevant departments to improve service delivery and responsiveness.
- Collaborating with the marketing and communications team to align messaging across channels, reinforcing brand consistency.
4. Team Management
The Client Relations Manager will lead the client relations unit and will be expected to:
- Supervise, coach, and motivate a team of client relations officers and support staff to deliver exceptional service and achieve team objectives.
- Assign responsibilities and monitor performance based on agreed key performance indicators (KPIs).
- Provide training and mentorship to junior staff to enhance their professional skills and client handling capabilities.
- Foster a collaborative, performance-driven team culture with open communication and continuous learning.
Qualifications and Requirements
To be considered for this role, candidates must demonstrate a strong background in business development, relationship management, and leadership. The ideal candidate should possess:
- A minimum of a Bachelor’s degree in Business Administration or a related field.
- At least five (5) years of progressive experience in a similar role involving business development and team leadership.
- Prior experience within the healthcare sector is preferred and will be an added advantage.
Key Competencies and Attributes
- Excellent analytical and negotiation skills to assess client needs and develop value-driven proposals.
- High levels of customer orientation and emotional intelligence to engage with diverse personalities.
- Strong interpersonal and presentation abilities suitable for internal and external stakeholder engagement.
- Effective multitasking, time management, and prioritization skills.
- Outstanding public relations and relationship-building acumen to maintain long-term client partnerships.
Work Environment and Culture
M.P. Shah Hospital offers a professional, inclusive, and mission-driven work environment that prioritizes staff development and ethical leadership. Employees are empowered to innovate and make impactful contributions to the hospital’s vision of delivering world-class healthcare. The successful candidate will join a passionate and dynamic team committed to service excellence, innovation, and patient-centered care.
Application Process
Interested and qualified applicants are encouraged to submit their applications through the hospital’s recruitment portal by or before 4th July 2025.
To apply, please visit the link below:
https://recruitment.mpshahhosp.org:6670/careers
Ensure that your application includes detailed information about your educational background and work experience as part of your online profile. Incomplete profiles may not be considered.
Early application is highly encouraged as the recruitment process is competitive and selection may be ongoing.
M.P. Shah Hospital is an equal opportunity employer and values diversity in its workforce. We do not charge any fee at any stage of the recruitment process.
