Head, Client Experience (Deputy Director) at The Central Bank Of Kenya Institute Of Monetary Studies (CBK-IMS)

Job Description

Job Purpose

To provide strategic leadership and oversight of the Institute’s client experience, hospitality and conferencing operations. The role ensures seamless delivery of high-quality client interactions, events, accommodation and hospitality services aligned with the Bank’s standards of excellence.
The Deputy Director drives service innovation, operational efficiency, and stakeholder satisfaction through effective people, process and partner management.

Key Duties and Responsibilities

Strategic Responsibilities

• Client Experience Strategy & Excellence: Develop and implement the overall Client Experience Strategy for the Institute in line with CBK’s service charter and strategic plan.
• Institutional Leadership: Provide strategic leadership to the Conferences & Events and Hospitality Services units, ensuring alignment with organizational priorities. Contribute to policy formulation and decision-making at the Directorate and Institute level.
• Business Development & Stakeholder Engagement: Strengthen relationships with key clients, partners, and stakeholders to grow the Institute’s visibility and competitiveness.
• Innovation & Service Transformation: Champion continuous improvement, process digitization and technology adoption (e.g., hospitality management systems). Oversee client feedback systems and translate insights into actionable service improvements. Introduce new service models and product offerings to enhance the Client Experience.
• Governance, Risk & Compliance: Ensure adherence to regulatory standards, procurement policies, and institutional governance requirements. Identify and mitigate operational and reputational risks associated with client-facing functions. Promote sustainable and ethical practices in service delivery.
• Financial Stewardship: Oversee budgeting, revenue generation and cost optimization within the Client Experience Division. Ensure financial sustainability through effective pricing, resource utilization and accountability.
• Talent Development & Culture Building: Build and mentor a high-performing, client-focused team.

Technical and Operational Responsibilities

• Conferences & Events Management: Oversee end-to-end coordination of conferences, workshops and events, ensuring seamless client experience.
• Hospitality and Support Services: Oversee outsourced hospitality and support operations including cleaning, gardening, catering, laundry, and accommodation. Monitor vendor performance and ensure adherence to Service Level Agreements (SLAs) and quality standards.
• Quality & Standards Management: Conduct regular inspections and quality audits to ensure compliance with health, safety and environmental regulations.
• Client Relationship Management: Monitor client satisfaction metrics and implement corrective actions where necessary.
• Digital Systems & Data Management: Oversee use and optimization of the hospitality management system and champion integration of digital tools to enhance operational efficiency.
• Financial & Resource Management: Plan and manage budgets.
• Monitoring, Reporting and Performance Tracking: Prepare periodic operational, financial and performance reports for management. Present quarterly performance reviews and strategic recommendations to senior management.
• Crisis & Issue Management: Lead incident response for client complaints, service disruptions and/or emergencies. Maintain business continuity in client services by coordinating cross-functional solutions and communicating outcomes effectively.

Other Responsibilities

• Negotiate, sign off, monitor and report on Service Level Agreements, operational divisional work plans, budget reports and operational performance.

Qualifications

• Bachelor’s degree in hospitality management, Business Administration, Events Management or related field.
• Master’s degree in Business Administration, Management or related discipline is an added advantage.
• Professional certifications in Customer Experience, Hospitality or Project Management is an added advantage.

Work Experience

• Minimum of twelve (12) years’ experience in Hospitality, Events or Client Service Operations, with at least five (5) years in a Senior Leadership role.