Product Manager – Call Centre and Customer Retention at M-Gas
Job Description
Job Summary
The Product Manager supports the development, delivery, and
continuous improvement of digital products and business capabilities within an
assigned product domain. The role leads cross-functional problem-solving teams
by bringing together stakeholders to design, implement and monitor efficacy of
solutions. The Product Officer works closely with Product Management,
Engineering, Delivery, Data Science & Analytics, QA, and business leaders
to maximize business value, enhance user experience, and support the company’s
strategic objectives.
Responsibilities:
Product Discovery & Requirements
- Understand
business processes, customer needs and operational challenges.
- Identify
customer pain points, operational inefficiencies, and opportunities for
improvement.
- Deeply
understand problem context through qualitative and quantitative data,
articulate core problem statements, and run experiments to test hypotheses
before building full solutions.
- Translate
business requirements into product features, user stories, and functional
specifications.
- Prioritize
product enhancements based on business value, customer impact, and
operational needs.
- Drive
adoption and continuous improvement of system and processes within the
defined domain.
- Ensure
customer journeys are streamlined, consistent, and measurable.
- Maintain
product documentation and process flows.
Backlog & Delivery Support
- Support
roadmap execution within the assigned product domain.
- Maintain
an outcome-driven roadmap aligned to business impact (e.g., churn
reduction, First Contact Resolution), using continuous discovery and rapid
validation to prioritize high-value initiatives.
- Participate
in backlog refinement, sprint planning, reviews and retrospectives.
- Work
closely with Engineering and Delivery throughout implementation.
Stakeholder Management
- Build
strong relationships with business stakeholders.
- Facilitate
workshops and requirement sessions.
- Ensure
stakeholder feedback is incorporated into future improvements.
- Communicate
priorities, progress and upcoming releases.
Product Performance
- Monitor product
adoption and business KPIs.
- Analyze
operational data and user feedback.
- Identify
opportunities for continuous improvement.
- Recommend
enhancements based on measurable business value.
Release & Change Management
- Support
UAT and business validation.
- Coordinate
with QA during testing.
- Assist
with rollout planning.
- Support
training material and business readiness activities
Education:
- Bachelor’s
degree in Computer Science, Software Engineering, Information Systems,
Business Information Technology, Engineering or Business Administration
(with strong technology exposure).
- A
Master’s degree would be an added advantage.
Work Experience:
- 4–5years
working as Product Owner, Product Manager, Product Officer, Business
Analyst or Product Analyst.
- Experience
managing customer-facing systems and digital products
- Experience
working with software development teams.
- Experience
writing business requirements and user stories.
- Experience
supporting digital products throughout their lifecycle.
Required Knowledge:
- Agile
/ Scrum product development
- Product
backlog management
- Hypothesis-driven
development, product discovery techniques, data fluency/analysis, and
product storytelling/narrative building.
- Data-driven
decision making
Core Competencies:
- Structured
thinking
- Excellent
communication
- Customer
focus
- Problem
Definition
- Product
Discovery & Experimentation
- Data-Driven
Decision Making
- Analytical
mindset
- Prioritization
- Stakeholder
management
- Collaboration
- Continuous
improvement
End Date September 15th 2026
Apply: Product Manager – Call
Centre and Customer Retention | M-Gas Limited
Security Manager at M-Gas
Job Description
Job Summary
To safeguard the organization’s personnel, assets, and
operations by implementing a comprehensive, proactive, and efficient security
framework. This role ensures the strategic allocation and management of the
security budget, drives robust incident and crisis response, and leads fraud
prevention initiatives through policy development and awareness training. By
overseeing third-party teams, conducting security audits, and fostering
collaboration with consultants and stakeholders, the manager aims to mitigate
risks, maintain compliance, and enhance organizational resilience, thereby
protecting the organization’s reputation and operational continuity.
Responsibilities:
Budget Management and Oversight
- Develop,
manage, and monitor the security department’s annual budget, ensuring
optimal resource allocation.
- Track
expenditures to ensure compliance with approved budgets, addressing
variances promptly.
- Maintain
a contingency reserve for unforeseen expenses, such as emergency response
or equipment upgrades.
Reporting and Performance Analysis
- Prepare
and deliver periodic reports on security operations, incidents, and budget
performance for stakeholder review.
- Provide
monthly internal updates and quarterly executive summaries, highlighting
key metrics, trends, and actionable insights.
- Utilize
data visualization tools to present clear, concise performance metrics.
Incident and Risk Management
- Oversee
all security incidents posing risks to personnel or assets, ensuring swift
resolution and documentation.
- Lead
crisis and emergency response efforts in coordination with the Business
Continuity Committee.
- Conduct
post-incident analyses to identify root causes and implement preventive
measures.
Fraud Prevention and Investigation
- Review
and manage all fraud-related cases, providing clear instructions to the
Security and Investigations Consultant.
- Track
case progress to ensure timely resolution and compliance with
organizational policies.
- Lead
proactive fraud prevention initiatives, including awareness training and
policy recommendations to address vulnerabilities.
Third-Party Team Oversight
- Supervise
the activities of third-party teams, including:
- Special
Projects Team for complex tasks, such as difficult repossessions.
- Gate
Guarding Team to ensure consistent security at entry points.
- Community
Liaison Team to foster positive relations and address local concerns.
- Conduct
regular performance reviews and ensure alignment with organizational
security objectives.
Security Enhancement and Policy Development
- Lead
security audits to identify and mitigate risks across facilities and
operations.
- Develop
and implement policies for access control, surveillance, and other
critical security measures.
- Drive
continuous improvement through regular training, process updates, and
adoption of best practices.
Coordination and Collaboration
- Maintain
regular communication with the Security and Investigations Consultant to
align on priorities and outcomes.
Collaborate with internal and external stakeholders to
ensure cohesive security strategies and compliance with regulations.
Requirements
Key Capabilities:
- Analytical
ability and problem solving
- Contract
Management skills
- Excellent
decision-making ability
- Situational
awareness
- Effective
communication and interpersonal skills
- Strong
ownership of operational area & acceptance of accountability
- Attention
to detail and excellence orientation.
- Fast
learner of detailed business processes.
- Ability
to manage problem identification and resolution.
- High
level of resilience.
Work Experience:
- Experience
in the area of safety, fraud response and security
- Ability
to work competently with Microsoft products (Excel/ Word/Forms/Power
point)
- Experience
working with Case Management and data analytics software is a plus
- 7
years of experience in security and fraud management.
Education:
- Bachelor’s
degree in a related field,
- Professional
certifications like CISSP, CISM, CFE are a plus
Senior Marketing Manager – Brand & Consumer Insights at M-Gas
Job Description
Job Summary
To lead and integrate consumer insights, brand strategy,
trade marketing, social media, and creative/graphic design output into a
single, cohesive go-to-market engine. The role translates deep customer and
market insights into data-driven strategies that drive customer acquisition,
engagement, retention, and overall commercial performance — while ensuring the
brand is expressed consistently and compellingly across every channel. This
position ensures that the voice of the customer is embedded across the business,
informing product, sales, and customer success decisions, and that all creative
output (campaigns, trade materials, digital and social content) is on-brand,
insight-led, and delivered on time.
Job Details
Consumer Insights & Research Leadership
- Own
the end-to-end consumer insights strategy support across the customer
lifecycle (pre-sale, onboarding, usage, retention, and recovery).
- Lead
and manage the consumer insights team and telephonic researchers to
deliver continuous, actionable insights.
- Design
and oversee:
- Market
research and segmentation studies
- Customer
behaviour and usage analysis
- Establish
structured feedback loops from customers into product development, sales
strategy, and customer success operations.
- Drive
a data-led culture by embedding insights into decision-making across
teams.
- Partner
with Sales, Customer Success, and Operations to improve customer
experience and reduce churn drivers.
Marketing Strategy & Brand Management
- Develop
and execute the overall marketing and brand strategy aligned to business
growth objectives.
- Ensure
consistent brand positioning and visual identity across all customer
touchpoints.
- Translate
insights into targeted campaigns, customer messaging, and value
proposition refinement.
- Oversee
development of campaign calendars and go-to-market plans.
Trade Marketing & Field Activation Oversight
- Provide
strategic direction to the Trade Marketing team on field activations,
dealer/agent engagement, and in-market visibility and branding.
- Ensure
alignment between trade activities, sales objectives, and regional
performance needs.
- Monitor
and optimize ROI on activations and promotions.
Social Media & Digital Engagement
- Oversee
the Social Media Lead to drive customer engagement, brand visibility, and
digital lead generation.
- Ensure
social platforms are leveraged for customer insights gathering, real-time
sentiment analysis, and customer support feedback loops.
- Guide
content strategy aligned to brand and commercial goals.
Graphic Design & Creative Output
- Oversee
the Graphic Design function, ensuring all creative assets (campaign
visuals, trade materials, social content, digital collateral) are
on-brand, high-quality, and delivered against agreed timelines.
- Set
creative direction and brief the design team based on insights, campaign
objectives, and brand guidelines.
- Maintain
and evolve brand visual standards across all internal and external
touchpoints.
- Review
and approve design output prior to publication or activation.
Performance Management & Reporting
- Define
and track key KPIs across functions, including:
- Customer
satisfaction
- Campaign
performance
- Cost
of acquisition (CAC)
- Customer
lifetime value (LTV)
- Trade
marketing ROI
- Creative
turnaround time and output quality
- Develop
dashboards and reporting frameworks for leadership visibility.
- Continuously
optimize strategies based on performance insights.
Team Leadership & Capability Building
- Lead,
mentor, and develop a multi-functional team including Consumer Insights
Analyst, Telephonic Researchers, the Social Media Lead, Graphic Designer,
and the Trade Marketing team.
- Build
strong capabilities in data analysis, customer research, brand and
campaign execution, and creative production.
- Foster
a high-performance, insight-driven culture.
Requirements
Key Deliverables
- Integrated
consumer insights strategy and reporting framework
- Improved
customer acquisition and retention performance
- Strong,
consistent brand presence and visual identity across channels
- High-impact,
ROI-driven trade marketing activations
- Timely,
high-quality creative/design output aligned to brand and campaign needs
- Data-backed
decision-making across commercial teams
Qualifications & Experience
- Bachelor’s
degree in Marketing, Business, Economics, or a related field
- Master’s
degree (MBA preferred) is an advantage
- 5–7
years of overall experience in marketing, consumer insights/research,
trade marketing, or brand management
- At
least 4 years of experience in a people management / team leadership
capacity
- Demonstrated
experience managing cross-functional or multi-disciplinary teams
(research, social media, trade marketing, design)
- Experience
in data-driven decision-making and analytics
- Experience
in high-growth sectors (e.g., fintech, telecom, energy, FMCG) is an
advantage
Key Competencies
- Strategic
thinking and commercial acumen
- Strong
analytical and data interpretation skills
- Customer-centric
mindset
- Leadership
and team management
- Creative
judgment and brand stewardship
- Cross-functional
collaboration
- Communication
and storytelling with data
Apply: Senior Marketing
Manager – Brand & Consumer Insights | M-Gas Limited
Hiring! 🌍✨
Are you passionate about creating sustainable impact and driving meaningful
results? Join our dynamic team and be part of a growth journey that makes a
difference! 💼💡
🔹
What You’ll Do:
👉
Pitch & sell our innovative products and services
👉
Build and nurture strong customer relationships
👉
Achieve & exceed sales targets with enthusiasm
👉
Deliver outstanding customer service and product knowledge
🔹
What We’re Looking For:
✅
Strong communication & interpersonal skills
✅
A self-motivated, results-driven mindset
✅
Sales experience (a plus, but not mandatory)
✅
Ability to work independently and collaboratively in a team
🔹
What We Offer:
💰
Competitive salary + performance-based incentives
📚
Training & development to help you thrive
📈
Exciting opportunities for career growth
🤝
A supportive, collaborative work environment
🔹
Open Roles:
⚙️ Technical Sales Representative
Apply here: https://lnkd.in/dN3W6GUT
🏍️ Motorized Technical Sales Representative
(Sales Rider)
Apply here: https://lnkd.in/dN3W6GUT
🚚
Logistics Technician (Boda Boda/Tuk Tuk Rider)
Apply here: https://lnkd.in/dCVucnbV
✨
If you’re ready to grow, learn, and make an impact, this is your chance!
Sales Rider (MTSR) – Nakuru & Naivasha
Job Summary
The Motorized Technical Service Technician plays a key role
in supporting the organization’s customer service and sales goals. The primary
responsibilities include: • Signing up new customers and ensuring timely
delivery of LPG cylinders filled with gas to both new and existing customers. •
Addressing customer concerns by resolving issues and responding to complaints
effectively. • Providing technical support for the installation, use, and
maintenance of smart meters. • Retaining current customers while onboarding and
signing up new ones through the Smart Sale App. • Training customers on the
proper use of smart meters, contract terms, and safety precautions for M-Gas
products. This role requires a customer-focused approach, technical expertise,
and a commitment to ensuring customer satisfaction.
Sales Rider (MTSR) – Nairobi Area
Job Summary
The Motorized Technical Service Technician plays a key role
in supporting the organization’s customer service and sales goals. The primary
responsibilities include: • Signing up new customers and ensuring timely
delivery of LPG cylinders filled with gas to both new and existing customers. •
Addressing customer concerns by resolving issues and responding to complaints
effectively. • Providing technical support for the installation, use, and
maintenance of smart meters. • Retaining current customers while onboarding and
signing up new ones through the Smart Sale App. • Training customers on the
proper use of smart meters, contract terms, and safety precautions for M-Gas
products. This role requires a customer-focused approach, technical expertise,
and a commitment to ensuring customer satisfaction.
Rider (LT) – Changamwe, Mtwapa
Job Summary
Responsible for delivering assets to customers and providing
support to sales personnel in the installation and maintenance of smart meters.
Rider (LT) – Naivasha & Nakuru
Job Summary
Responsible for delivering assets to customers and providing
support to sales personnel in the installation and maintenance of smart meters.