Community Growth Officer

Role overview

• The Community Growth Officer will help ensure the long-term success of eWATER's water systems by building strong community relationships, driving sustained water usage and revenue, and resolving issues that affect customer experience and community support.
• Working across newly launched and established systems, the role combines hands-on community engagement, stakeholder relationship management, creative problem-solving and data-driven decision-making. The successful candidate will work closely with eWATER's customer care, technical, scoping and marketing teams to deliver measurable improvements in service uptake and community satisfaction.
• We are looking for an enthusiastic, proactive and resourceful individual who thrives in the field, builds trust easily and takes ownership of results.

Key responsibilities

Community engagement & growth

• Drive water usage and revenue through targeted community engagement and initiatives that improve service uptake and customer experience.
• Lead community adoption following new system launches, supporting the transition from customer registration to sustained usage.
• Build strong relationships with customers, community leaders, chiefs, county government officials and other local stakeholders.
• Identify and resolve emerging community challenges, strengthening trust and long-term support for eWATER.
• Develop initiatives that deliver both social and commercial benefits, including community-based enterprise opportunities and improved service provision to schools, healthcare facilities and other institutions.

Customer experience & team coordination

• Work with customer care and technical teams to understand and resolve customer issues, coordinating appropriate follow-up.
• Manage and support community-based personnel.
• Coordinate customer communication, sensitisation and other local engagement activities.
• Collaborate with marketing colleagues to identify and share positive impact stories

Monitoring & continuous improvement

• Maintain and use dashboards tracking water usage, revenue, customer satisfaction, community engagement and emerging risks.
• Combine performance data with field insights to identify opportunities, prioritise interventions and evaluate outcomes.
• Share community feedback and lessons learned to improve eWATER's services and engagement approach.

Skills and experience

Required

• Experience in community engagement, customer-facing service delivery or field-based programme management.
• Proven ability to build relationships with communities, local leaders and public stakeholders in Kenya.
• Experience coordinating projects, initiatives or field-based teams.
• Excellent interpersonal, communication and problem-solving skills, including the ability to navigate sensitive situations.
• Strong organisational skills, initiative and ability to work independently.
• Confidence using data and performance metrics to guide decisions.
• Ability to pick up new tools quickly and flexibly
• Fluency in English and Swahili (written and spoken).
• High integrity, cultural sensitivity and a results-oriented mindset.

Desirable

• Experience in community development or customer growth.
• Experience working with county governments or local leaders.

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