M.P. Shah Hospital, one of Kenya’s leading healthcare institutions, is committed to offering world-class medical care underpinned by excellence in service delivery, compassion, and innovation. As part of its strategic objective to enhance client satisfaction, market penetration, and institutional growth, the hospital is seeking a dynamic, passionate, and professional individual to join its Marketing, Brand & Communications Department in the position of Clients Relations Officer.
This is a full-time position that offers a great opportunity for a motivated professional to contribute meaningfully to a fast-paced healthcare environment, delivering exceptional service and promoting collaborative engagement with key stakeholders, including insurance firms, referring doctors, and the wider medical community.
Position Title: Clients Relations Officer
Department: Marketing, Brand & Communications
Reporting to: Clients Relations Manager
Application Deadline: 11th July 2025
Application Mode: Online via recruitment portal
Introduction
The role of Clients Relations Officer is pivotal to the hospital’s mission of delivering value-driven healthcare services. As the bridge between M.P. Shah Hospital and its stakeholders, the officer is expected to support both the business development agenda and relationship management framework. This entails growing B2B and B2C accounts, identifying new business leads, maintaining a robust client feedback loop, and representing the hospital in outreach activities and strategic marketing events.
This role calls for an individual who is proactive, results-oriented, and committed to building long-lasting relationships. The Clients Relations Officer will need to be strategic yet hands-on, capable of managing operational responsibilities while contributing to broader organizational goals.
Key Duties and Responsibilities
The successful candidate will be responsible for a diverse range of functions aimed at enhancing the visibility of the hospital’s services and improving client satisfaction. Key responsibilities include:
- Business Development Planning and Execution
- Design and implement business development plans in alignment with the hospital’s overall sales strategy.
- Deliver business growth targets through structured and measurable approaches.
- Contribute to the hospital’s revenue expansion by identifying and capitalizing on new business opportunities.
- Customer Database and Market Segmentation
- Develop, organize, and maintain a product-wise database of customers, segmenting them by target group and need.
- Identify key decision-makers within each segment to ensure efficient targeting during marketing campaigns.
- Maintain up-to-date client records and categorize them based on service utilization and potential value.
- Stakeholder Relationship Management
- Forge strong business relationships with consultant doctors, insurance companies, corporate clients, and the broader medical community.
- Act as a liaison between the hospital and external stakeholders, ensuring timely communication and conflict resolution.
- Conduct courtesy visits, client meetings, and regular engagements to maintain high levels of trust and collaboration.
- Market Research and Competitive Analysis
- Conduct periodic market studies to gather data on industry trends, client needs, and competitor offerings.
- Analyze insights to inform service delivery enhancements, pricing strategies, and customer engagement tactics.
- Present findings to departmental and senior management for strategic decision-making.
- Client Feedback Management
- Develop and maintain a feedback collection system to capture client opinions and experiences.
- Communicate client feedback to respective department heads and coordinate the implementation of follow-up action plans.
- Monitor resolution timelines and ensure feedback-driven service improvements are actioned.
- Product and Service Promotion
- Develop communication strategies to promote new and existing hospital services, packages, and special plans.
- Tailor promotional messaging to different client groups, ensuring clear articulation of benefits and value propositions.
- Support the design and distribution of promotional materials including brochures, digital content, and newsletters.
- Events Management and Community Outreach
- Plan and execute health-related events such as health camps, disease awareness campaigns, Continuing Medical Education (CMEs), and Corporate Social Responsibility (CSR) initiatives.
- Coordinate logistics, partnerships, and media coverage for all outreach programs.
- Evaluate the success and impact of each event through structured reporting and participant feedback.
- Strategic Marketing Contribution
- Contribute to the development of long-term marketing plans to drive the hospital’s objectives.
- Offer input on brand positioning, service innovation, and external engagement strategies.
- Collaborate with cross-functional teams to align marketing activities with clinical operations and patient care goals.
- Corporate Partnership Development
- Establish relationships with key corporate accounts to secure long-term contracts and referrals.
- Provide tailored solutions to meet the specific health needs of corporate clients and their employees.
- Manage renewal cycles and client retention initiatives to ensure consistent revenue streams.
- Holistic Institutional Marketing
- Market the hospital’s comprehensive range of services to the wider community, including the latest medical technologies, facilities, and patient programs.
- Represent the hospital in forums, conferences, and public events to enhance institutional visibility.
- Performance Reporting and Analysis
- Prepare and present monthly statistical and financial reports on business development activities.
- Submit daily field visit reports to track client engagements, new leads, and follow-up actions.
- Analyze performance metrics to refine strategies and improve client satisfaction.
- Database Management and Communication Support
- Maintain a detailed and regularly updated mailing list of clients, prospects, and key contacts.
- Support internal communication efforts by ensuring alignment between the clients’ voice and marketing messages.
- Team Collaboration and Documentation
- Maintain continuity among work teams by documenting key client interactions, challenges, and future opportunities.
- Ensure that departmental knowledge and records are centralized and accessible for strategic use.
Qualifications and Requirements
- A Bachelor’s degree in Public Relations, Business Administration, Marketing, or a related business field is required.
- Minimum of 2 years’ experience in sales, customer service, or business development, ideally within a hospital or healthcare setting.
- Additional competencies required include:
- Strong analytical and negotiation skills to evaluate opportunities and secure business partnerships.
- High customer orientation with the ability to adapt and respond to various client personalities.
- Excellent interpersonal and presentation skills to effectively engage with both internal and external stakeholders.
- Ability to multitask, prioritize workload, and manage time efficiently in a fast-paced environment.
- Solid public relations acumen and an aptitude for relationship-building and client retention.
Why Join M.P. Shah Hospital?
M.P. Shah Hospital prides itself on fostering a supportive and inclusive work environment where employees are empowered to innovate, lead, and grow. This is an excellent opportunity for a motivated individual looking to make an impact in healthcare service marketing and client relationship management. The position offers valuable exposure to healthcare dynamics and professional growth within one of Kenya’s most reputable healthcare institutions.
The hospital is an equal opportunity employer and encourages individuals of all backgrounds to apply.
Application Process
Qualified and interested candidates are encouraged to submit their applications through the hospital’s official recruitment portal no later than 11th July 2025. Please ensure that your profile is fully completed with accurate details on education background and work experience.
To apply, visit:
https://recruitment.mpshahhosp.org:6670/careers
We strongly encourage early submissions, as only shortlisted candidates will be contacted. Join us in shaping the future of healthcare in Kenya through service excellence, innovation, and client-centered delivery.
