Operations & Member Experience Lead Job PSK

Job Title:  Operations and Member Experience Lead

Date Posted: 21/07/2026

Job Type: Full Time

Employer: Pharmaceutical Society of Kenya

Industry: Communication

Salary: Open

Location: Nairobi

Country: Kenya

Deadline: 25/07/2026

Communication Jobs. Pharmaceutical Society of Kenya Jobs. Looking for a communication job in Kenya? Pharmaceutical Society of Kenya (PSK) is hiring an Operations & Member Experience Lead to enhance member engagement. The role is based in Nairobi and experience in customer stakeholder engagement is required.

The Operations and Member Experience Lead is responsible for coordinating the delivery of the Society’s member-facing services and operations. Reporting to the Chief Executive Officer, the successful candidate shall coordinate initiatives that enhance operational efficiency, member engagement, membership growth and sustainability, Continuing Professional Development (CPD), branch coordination, communications, events, digital engagement and continuous improvement to ensure an exceptional member experience.

Key Responsibilities

The successful candidate shall:

• Coordinate the implementation of operational plans and systems approved by the Chief Executive Officer, promoting operational efficiency, service excellence and continuous improvement across the Secretariat.
• Coordinate the implementation of strategies to grow, engage and sustain membership across all membership categories by anticipating members’ evolving needs, responding proactively to member feedback and emerging trends, and continuously enhancing the Society’s value proposition and overall member experience.
• Coordinate initiatives aimed at strengthening member engagement, participation, retention, recognition and satisfaction throughout the member lifecycle.
• Coordinate the planning, delivery and continuous improvement of the Society’s
• Continuing Professional Development (CPD) programmes, ensuring quality, accessibility and increased member participation.
• Coordinate engagement with PSK Branches by facilitating communication, collaboration, reporting, implementation of national initiatives and sharing of best practices.
• Coordinate the planning and execution of meetings, webinars, workshops, official ceremonies and other Society events, ensuring exceptional delegate and member
• experiences.
• Coordinate implementation of the Society’s communications and digital engagement strategy across social media platforms, newsletters, website content and other member
• communication channels.
• Coordinate initiatives that enhance the Society’s visibility, media presence, public engagement and institutional brand.
• Coordinate the development, production and growth of the Society’s podcast and other multimedia platforms to strengthen member engagement, professional education and
• public awareness.
• Coordinate implementation of systems for collecting, analysing and reporting member feedback, engagement trends and operational performance data to support
• evidence-informed decision-making and continuous improvement.
• Monitor operational performance indicators and prepare periodic reports for the Chief Executive Officer to support organizational planning, performance management and
• operational decision-making.
• Supervise, mentor and support staff within the Operations and Member Experience function, fostering teamwork, accountability, innovation, professionalism and service excellence.
• Coordinate implementation of innovative, evidence-informed and member-centered approaches that improve operational efficiency, member engagement and service delivery.
• Coordinate implementation of the Society’s communication, branding and member experience standards across Branches and Secretariat operations.
• Perform such other duties as may be assigned by the Chief Executive Officer consistent with the strategic objectives of the Society.

Qualifications

Applicants must possess:

• A Bachelor’s degree in Behavioral Sciences, Psychology, Sociology, Communications, Public Relations, Marketing, Organizational Development, Business Administration, Human Resource Management, Consumer Behavior or another relevant field.
• A postgraduate qualification in a relevant field will be an added advantage.
• Demonstrated progressive leadership experience in operations, member engagement, organizational development, communications, customer experience or related fields.
• Demonstrated experience coordinating multidisciplinary teams, projects or institutional initiatives.
• Proven experience in communications, stakeholder engagement, event management or member services.
• Demonstrated experience in planning, monitoring and operational reporting.
• Strong understanding of digital communication platforms and social media management.

How to Apply

Click here to apply