Senior Member Services Officer

Full Description

Reports to

Director of Community

Job Role & Person- Specification

The Senior Member Services Officer will lead AfriLabs’ efforts to strengthen its pan-African innovation ecosystem by fostering meaningful engagement with members, startups, and strategic partners.

The role is responsible for building and nurturing relationships across the network, implementing engagement strategies, and ensuringthat members derive maximum value from their association with AfriLabs.

Join us in impacting the African economy as we support the tech, entrepreneurship and innovation ecosystem on the continent every day.

Responsibilities:

1. Community Engagement & Growth

• Develop and implement strategies to drive meaningful engagement across AfriLabs’ network.

• Lead onboarding, engagement, and retention of hubs, startups, and ecosystem partners.

• Coordinate community events, listening tours, and feedback sessions to enhance collaboration.

2. Member Relations & Network Management

• Manage relationships with network members and maintain updated membership databases.

• Ensure members have access to key platforms like Africonnect and other membership benefits.

• Regularly share updates, opportunities, and resources that strengthen member engagement.

3. Partnerships & Ecosystem Collaboration

• Identify and develop strategic partnerships that expand the value of AfriLabs’ network.

• Manage partner relationships and oversee implementation of member-focused initiatives.

• Represent AfriLabs at ecosystem events, roundtables, and stakeholder meetings.

4. Knowledge Sharing & Capacity Building

• Facilitate knowledge exchange and capacity-building initiatives across the network.

• Collaborate with internal teams to design community-driven programmes and engagement campaigns.

5. Monitoring & Reporting

• Track engagement outcomes and partnership impact.

• Provide periodic reports and insights to guide decision-making and strategy improvement.

6. Annual Gathering & AGM Support.

• Collaborate with the Events team to plan and execute the AfriLabs Annual Gathering, including coordinating speakers, session leads, and ecosystem partners.

• Support the successful planning and delivery of Annual General Meetings (AGMs) in partnership with internal teams and the Board.

Internal Collaboration

• Managing request from other departments

• Managing and improvement data and systems.

E.g. CRM etc.

Qualifications & Experience

• Bachelor’s degree in Business, Development Studies, or related field (Master’s degree preferred).

• Minimum of 5 years’ experience in community engagement, partnership management, or ecosystem development.

• Proven track record working within the African innovation or entrepreneurship ecosystem. (within a relevant network both local and regional will be a plus)

• Excellent communication, stakeholder management, and project coordination skills.

• Strong analytical and reporting ability with attention to detail.

• Adaptable, collaborative, and comfortable working in a fast-paced, multicultural environment.

• Have bilingual proficiency, with the ability to communicate fluently. (French, English and more if possible.