Client Activation Officer at Marie Stopes Kenya

1. Position Marie Stopes Clinics and Maternities as leaders in SRH 

• Lead the development, testing, and rollout of new demand creation solutions, marketing materials, and campaigns to build awareness and uptake of services offered at MSK clinics and maternities.
• Collaborate with the Head of Marketing, Evidence and Impact to establish clear success criteria and KPIs for all marketing interventions.
• Support the marketing department in the development of communication materials that increase awareness of MSK clinics.
• Ensure proper visibility and consistent use of MSK branding across all interventions.
• Maintain a strong physical brand presence at centres through proper signage, branding, and upkeep.
• Support implementation of centre-level marketing plans.
• Plan and implement innovative community engagement activities
• Collect photos, testimonials, and success stories for internal and external communication and upload them to the Marketing SharePoint.

• Client flow to MSK service delivery channels increases by at least 25% annually.
• 20–30% of clients accessing services are generated through below-the-line marketing activities.
• Monthly client activation plans developed and approved by the Centres Coordinator and Head of MEI.
• Active and well-managed referral networks.
• Referral KPIs established and consistently monitored.

2. Increase the visibility of the contact centre

• Promote the MSK contact centre by ensuring the distribution of call centre cards and promotional materials.
• Conduct outreach to potential partners, community influencers, and referral agents.
• Develop and maintain a database of referral partners and contacts.
•  Support the planning and execution of events, campaigns, and webinars that promote contact centre services

• Marketing reports
• Contact centre promotion reports
• Referral partners database

3. Increase customer base and revenue

• Drive consistent growth in client numbers and revenue at the clinic level.
• Monitor and evaluate marketing activities, analyze performance results, and recommend improvements.
• Strengthen and optimize referral networks linked to MSK service delivery channels.
• Implement and monitor systems for generating and tracking active referrals.
• Participate in quarterly client journey mapping sessions to inform improvements in marketing communication, client experience, and contact centre operations.
• Ensure external clinic branding reflects MSI brand standards and values.
• Work with the Monitoring and Evaluation team to assess competitor activities and identify market opportunities.
• Periodically update clinic client personas in line with evolving services and client needs.
• Support health financing initiatives through engagement with corporate partners in collaboration with the Health Financing team.

• Launch Plans
• Marketing reports
• Client insight report
• Monitoring reports
• Marketing Strategy
• Client Personas
• Health financing reports

4. Financial management Responsibilities

• Ensure proper accountability for all mobilization expenditures in accordance with MSK financial procedures.
•  Ensure all client referrals are submitted through the E-referral system or coupons are verified by the 7th working day of the month.
• Maintain proper documentation of all referrals made by mobilizers for payment and reporting purposes.

• Timely and accurate incentive payments
•  Proper financial documentation and expenditure records