Corsu Hospital
CoRSU Hospital is Uganda’s leading health facility for orthopedic, plastic, and reconstructive
surgery, and for comprehensive rehabilitation services for children and adults living with
disability. Over the years, CoRSU Hospital has supported over 100,000 people with
comprehensive rehabilitation services.
CoRSU Hospital seeks to fill the vacant position:
Job Title: Corporate Communications and Customer Experience Manager
Number of vacancies: 01
Type of Employment: Full-time
Reporting to: Chief Executive Officer
Department: CEO’s Office
Overall job objective:
This position is responsible for designing, reviewing, and improving client experiences
across all customer touch points in the Hospital. He/she is charged with creating a
hospital-wide focus on customers and continuous improvement in customer
satisfaction. This position is also responsible for CoRSU’s public relations activities and
ensuring effective communication with CoRSU’s stakeholders, the media, and the public
using traditional and social media platforms.
Functional Outputs/Activities per key performance area:
Client/Customer Experience
• Develop a clear view of client needs that are geared towards improving
customer experience and retention.
• Develop and implement strategies for enhancing customer satisfaction and
retention.
• Create and manage customer value metrics to be used for prioritizing
service.
• Conduct routine satisfaction surveys and use the findings for continuous
improvement of customer experience in CoRSU Hospital.
• Support the entire Hospital to adopt a customer-centric mindset.
Communications
• Develop and execute communication plans according to the Hospital
Communication Strategy.
• Manage and maintain the CoRSU website and ensure there are regular
updates made to the site with appropriate content.
• Utilize CoRSU’s social media accounts to educate the public on CoRSU’s
operations, projects, achievements, future initiatives, etc.
• Oversee campaigns on social media and evaluate the effectiveness of such
campaigns.
• Manage hospital media relations.
• Provide support to the CoRSU teams by writing and distributing CoRSU
Content (i.e., news/ press releases to targeted media regarding CoRSU
reports, research findings, and training publications.
• Ensure that basic data is captured and analyzed regarding CoRSU public
relations, customer care/ client relationship, and visitors’ engagement
activities and statistics are complete and available.
• Collect and analyze all media information that is relevant to CoRSU, and
where applicable, give an official response from CoRSU.
• Participate in writing and editing in-house publications, success stories,
speeches, articles, and reports for submission to the various consumer
groups/stakeholders.
• Support the preparation and production of information materials such as
publicity brochures, handouts, direct mail leaflets, annual calendars, annual
reports, promotional videos, photographs, films, multimedia, and CoRSU
programs/projects.
Marketing and Branding
• Develop and manage publicity campaigns and generate promotional
materials.
• Maintain brand identity across all customer and stakeholder touch points,
hospital marketing initiatives, and communications for consistent brand
representation.
• Coordinate annual reputation and brand surveys to determine the corporate
positioning and perception of CoRSU.
Team Management
• Supervise the front desk customer care team and other staff as may be
assigned.
• Develop and implement KPIs for staff and evaluate and assess staff
performance regularly.
• Support the staff to develop individual work plans for the week/month or
year to create visibility and clarity of tasks, and track their progress against
these plans.
• Recommend necessary training for the department’s staff development in line
with the set strategies.
• Provide guidance, coaching, and mentor department staff.
• Conduct quarterly performance reviews for department staff and identify
areas of improvement.
• Manage the administration of staff, i.e., leave approval, travel approval, etc.
