MSI Reproductive Choices Kenya is an NGO registered in Kenya. We are affiliated to MSI. Together we deliver post abortion care, quality sexual and reproductive health care and family planning to millions of the world's poorest and most vulnerable women. We want to make sure that women have a choice when it comes to having children and that death by unsafe abortion is reduced.
We are seeking to recruit a Client Activation Officer who will be reporting to the Head of Marketing Evidence and Impact. This post holder’s main role will be to drive financial sustainability to MSI Reproductive Choices Kenya by creating demand for all the healthcare services offered by the commercial channels that is Centres and Maternities and for the products sold by the commercial sales company. This will be achieved by helping drive the repositioning of the MSIK brand as a ‘women’s health care provider, understanding the unique markets that each centre operates in, understanding location-specific requirements and client segments, supporting service diversification efforts, and building a robust referral network to increase client footfall at all service delivery channels, while ensuring consistent monitoring of activities and documentation of success. You will support the marketing department develop marketing strategy and campaigns and work with E2A to document milestones achieved and will continuously provide administrative support to centre demand generators/mobilizers.
He or She will be responsible for the development, implementation, monitoring and review of all Demand Creation activities aimed at increasing client flow in the MSI Kenya Centres, Maternities and pushing the commercially marketed products.
It is the responsibility of this role is to further our goal of MAKING CHOICE POSSIBLE for every Kenyan.
The post holder commits to and is held accountable to MSI Reproductive Choices core values:
• Lead the development, testing and roll out of new solutions, materials, and activities for the clinics, specifically building new service awareness & adoption campaigns.
• Establish in conjunction with the Head of Marketing Evidence and Impact a criterion for how the success of activities will be measured against specific KPIs (e.g. clinics client data; online analytics; client tracking tools and adhoc tracking tools).
• Assist marketing department in the development of communication materials that will drive awareness of MSIK Clinics
• Ensure visibility and good use of the brand in all interventions. More concretely, to permanently ensure a good physical image of the centres (property, painting, maintenance) and a visible and appropriate "branding and co-branding".
• Plan and implement innovative community interventions with the Demand Generators (DGs) consistent with MSI Kenya mission and with marketing’s approval.
• Collate pictures and success stories for internal and external communication (Uploaded into Marketing SharePoint folder)
• Ensure that the MSI Kenya call centre cards and other promotional materials are distributed to encourage clients and potential clients to access MSI Kenya services.
• Conduct outreach to potential partners, customers, and influencers to promote the contact center and its services.
• Assist with the planning and execution of events and webinars, including logistics, promotion, and follow-up to promote the contact centre
3. Increase customer base and revenue
• Ensure the steady increase in the number of clients and revenue in clinic
• Monitor and evaluate the activities, analyze the results, and propose appropriate solutions for their improvement.
• Optimize the referral network to our delivery routes and ensure their monitoring and evaluation.
• Implement and supervise systems for generating and monitoring active referrals to the MSIK Centres.
• Partake in client journey mapping sessions very quarter to inform innovations in marketing communications, client experience and contact centre operations.
• Monitor the exterior branding of the clinic to reflect MSIK values and branding guidelines to deliver the best-in-class client experience.
• Work with M&E to understand competitor activities and glean insight into the cannibalization of services at the clinic.
• Periodically refresh clinic client personas in line with services provided.
• Support drive Centres health financing income through engagement with various cooperates with the support of the Health Financing team.
• Support push the Commercial sales product through above the line marketing activities
4. Financial management Responsibilities
• Account for all mobilisation expenditures according to set MSIK financial standards.
• Ensure all client referrals are done through the E-referral system or coupons are submitted for versification by the 7th working day of the month.
• Keep documentary evidence of all referrals made by the CAO for purposes of payment and reporting.
Mission-driven Client-centered Accountable Courageous Resilience Inclusive
Key Responsibilities Measure
1. Position MSI Kenya Clinics and Maternity as a leader in SRH
• Lead the development, testing and roll out of new solutions, materials, and activities for the clinics, specifically building new service awareness & adoption campaigns.
• Establish in conjunction with the Head of Marketing Evidence and Impact a criterion for how the success of activities will be measured against specific KPIs (e.g. clinics client data; online analytics; client tracking tools and adhoc tracking tools).
• Assist marketing department in the development of communication materials that will drive awareness of MSIK Clinics
• Ensure visibility and good use of the brand in all interventions. More concretely, to permanently ensure a good physical image of the centres (property, painting, maintenance) and a visible and appropriate "branding and co-branding".
• Participate and ensure the implementation of the marketing plan of each centre
• Plan and implement innovative community interventions with the Demand Generators (DGs) consistent with MSI Kenya mission and with marketing’s approval.
• Collate pictures and success stories for internal and external communication (Uploaded into Marketing SharePoint folder) • Client flow to all MSIK service delivery channels grows incrementally by 25% on previous year.
• 30% - 40% of all clients to the Centre are because of the below the line Marketing interventions.
• Well-developed monthly client activation plans to achieve KPIs reviewed and approved by Centres Coordinator and Head of MEI.
• Self-motivated mobilizers identified and engaged consistently.
• Well defined referral KPIs developed and being implemented.
• DGs well monitored through E-referrals and performance gaps duly addressed.
2. Increase the visibility of the contact centre
• Ensure that the MSI Kenya call centre cards and other promotional materials are distributed to encourage clients and potential clients to access MSI Kenya services.
• Conduct outreach to potential partners, customers, and influencers to promote the contact center and its services.
• Develop and maintain a database of contacts and leads for referral agents
• Assist with the planning and execution of events and webinars, including logistics, promotion, and follow-up to promote the contact centre • Marketing reports
3. Increase customer base and revenue
• Ensure the steady increase in the number of clients and revenue in clinic
• Monitor and evaluate the activities, analyze the results, and propose appropriate solutions for their improvement.
• Optimize the referral network to our delivery routes and ensure their monitoring and evaluation.
• Implement and supervise systems for generating and monitoring active referrals to the MSIK Centres.
• Partake in client journey mapping sessions very quarter to inform innovations in marketing communications, client experience and contact centre operations.
• Monitor the exterior branding of the clinic to reflect MSIK values and branding guidelines to deliver the best-in-class client experience.
• Work with M&E to understand competitor activities and glean insight into the cannibalization of services at the clinic.
• Periodically refresh clinic client personas in line with services provided.
• Support drive Centres health financing income through engagement with various cooperates with the support of the Health Financing team.
• Support push the Commercial sales product through above the line marketing activities
• Launch Plans
• Marketing reports
• Client insight report
• Monitoring reports
• Marketing Strategy
• Client Personas
• Health financing reports
4. Financial management Responsibilities
• Account for all mobilisation expenditures according to set MSIK financial standards.
• Ensure all client referrals are done through the E-referral system or coupons are submitted for versification by the 7th working day of the month.
• Keep documentary evidence of all referrals made by the CAO for purposes of payment and reporting. • CAO incentives are reviewed and paid on time and in the right amount.
• Well-kept financial records and documentation on all expenditures.
Skills and Experience
Qualifications:
• Minimum: Kenya Certificate of Secondary Education
• Short sources or certificate in community health, public health, social work or other professional qualifications, ideally in Project Management, Communications and Marketing desired
Skills and Experience:
• At least Two (2) years post qualification experience in working with NGOs and/or government agencies in a similar role.
• Commercially minded.
• Excellent communication skills – written and verbal skills. Fluent English language skills required.
• Ability to translate data and research into actionable insights for marketing strategic decision making.
• Very comfortable with using key financial & marketing metrics and extremely commercially minded.
• Highly developed planning and organisational skills with the ability to juggle multiple projects to deliver with quality and on time.
• Ability to build relationships across teams, with evidence of highly sensitive cross-cultural skills and good influencing and negotiation skills.
• Action and results orientated with ability to stay on track and thrive when working under tight deadlines.
• Ability to train, mentor and develop skills within others.
• Ability to translate complex information into a format and language that can be understood by a wide range of people and present in a compelling and engaging way.
• Ability to work independently with minimal supervision
Attitude / Motivation:
• Commercially minded
• A strong supporter of the cause of family planning and a woman’s right to safe abortion (Pro-choice).
• Resilient, flexible, positive attitude and can thrive in fast-paced, dynamic environments.
• Curious about emerging developments within our sector and passionate about building best practice.
• Actively seeks out feedback on their performance (both results and behaviours) with a view to continuously learning and developing.
• Willing to help with a wide range of marketing projects, as and when required.
Behaviours and Values:
Successful performance at MSI is not simply defined in terms of ‘what’ people achieve but equally is about ‘how’ people go about their jobs and the impact that they have on others.
Work as One MSI You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximize our ability to influence others.
You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort. You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures.
Show courage, authenticity and integrity You hold yourself accountable for the decisions you make and the behaviour you demonstrate. You are courageous in challenging others and taking appropriate managed risks.
Develop and grow You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective.
You manage your career development including keeping your knowledge and skills up to date.
Deliver excellence, always You strive to consistently meet and exceed expectations, putting clients at the centre of everything, and implement smarter, more efficient ways of performing your role.
You build and maintain effective long-term working relationships with all stakeholders and are a true MSI ambassador.
Leadership You inspire individuals and teams, through situational leadership, providing clear direction.
You seek and provide opportunities which motivate team members, helping to develop skills and potential whilst strengthening our talent and succession pipeline.
You are aware of emerging developments in our sector, demonstrating strategic insight about our clients and business and encourage this in your team.
You articulate a vision of the future which inspires and excites others.
64/2025
Kilimani
Marketing, Media and Brand
Positions : 1
Closing Date : 23-Oct-2025