Director, Member Value & Customer Experience

Role Overview

The Director, Member Value and Customer Experience (DMVCE) shall head the Member Value Directorate and serve as a key advisor to the Chief Executive Officer. The primary objective of this role is to serve members by planning, organizing, implementing, and evaluating communications and information programs. The Director is responsible for managing the annual general meeting, leading staff, ensuring customer satisfaction, and increasing member loyalty through effective recruitment and development strategies. Additionally, the role involves managing daily operations and participating in new business development initiatives.

Duties and Responsibilities

• Training and Development: Identify training needs in consultation with other managers, organize seminars, and lead the development and implementation of E-Learning services.
• Product Management: Manage the development and production of products and services tailored for members and negotiate arrangements for incorporating external member programs.
• Member Satisfaction: Develop procedures and establish standards for tracking member activities to ensure high levels of satisfaction and loyalty.
• Marketing Strategy: Develop and manage marketing plans and strategies for membership recruitment and effectively execute campaigns for the Institute's products and services.
• Operational Excellence: Streamline operations and technical aspects of the Member Value directorate, overseeing customer care needs and providing necessary training to members.
• Governance and Policy: Adhere to high standards of governance, Institute policies, and business practices, while forming strategic community and trade partnerships.
• Corporate Social Responsibility: Apply the principles of the Institute’s CSR policy in daily operations and implement a robust plan for CSR activities.
• Leadership and Supervision: Monitor staff performance and productivity, provide ongoing feedback, and supervise directorate activities including budget and work plan implementation.

Qualifications and Experience

• Masters degree in Marketing, Public Relations, Communication, or a related area.
• Bachelor’s degree in a relevant social science field.
• Professional qualifications in marketing and/or public relations.
• At least 12 years of experience in the management of a Member Services function.
• Extensive knowledge of membership recruitment/retention activities and backend processes.
• Knowledge in customer service, marketing, corporate responsibility, and the accountancy profession's continuous professional development.
• Being a Certified Public Accountant (CPA) and a member of ICPAK in good standing is an added advantage.
• Membership to any other relevant professional body is an added advantage.

Key Competencies

• Proven planning, organizing, and coordinating skills.
• Strong interpersonal, analytical, verbal, and written communication skills with experience in developing Board papers.
• Ability to work effectively under time pressure and constraints.
• Highly motivated, energetic, and a self-starter with a drive for results.
• Strong negotiation and influencing skills.
• Strong management and supervision skills with the ability to lead a diverse group.
• Ability to interpret strategic vision into an operational model.
• Proficiency in computer applications.

How to Apply

Interested candidates should email their application letter accompanied by a detailed CV in PDF format. The application must clearly indicate your current and expected salary. Applications should be sent to: dmvce@icpak.com. Applications must be received on or before close of business on Friday 24th April 2026.