Instructor – Digital Marketing and Digital Customer Service

Generation is one of the world’s largest, fastest-scaling global demand-driven youth employment programs, providing young adults with the opportunity to launch successful careers and change their life trajectories. We recruit, train and place diverse adults of all ages — whether unemployed or underemployed — into careers that would otherwise be beyond their reach.

We started with a focus on youth, who are keen to launch their careers from non-traditional pathways (e.g. youth with no higher educational qualifications and require support to mitigate challenges due to socioeconomic backgrounds, individuals seeking to enter professions where their profile is traditionally underrepresented), and have now expanded to mid-career workers seeking jobs in demand (e.g. workers who have been displaced potentially due to automation or economic downturn, rejoining caretakers who have been out of the workforce for a significant amount of time).

Our goal is to deliver for job seekers and employers simultaneously: supporting the individual’s personal and financial well‑being while helping businesses acquire entry‑level hires who have higher productivity, are of higher quality, are retained longer, and are faster to promotion than peers.

To date, Generation is active in seventeen countries: USA, Kenya, Brazil, Spain, Mexico, India, Singapore, Australia, Hong Kong, UK, France, Italy, Ireland, Thailand, Chile, Colombia, and Ghana, with plans to expand to a few more countries.

Since launching in May 2015, Generation Kenya has trained over 37,900 candidates across six different industries. 85% of whom have been placed in meaningful employment with our over 350+ employer partners. We currently train for entry‑level roles in five programs namely, Freelance Admin Support Work, Sewing Machine Operator, Distributed Sales, Retail and Restaurant and Digital Customer Service.

Driven by our vision,

Job Purpose

The primary responsibility of this role is to provide training, support, and guidance to Generation Kenya’s Digital Marketing and Digital Customer Service learners in line with Generation’s methodology.

The role holder will also work closely with internal teams to mobilize, recruit, and engage learners for training programs and related activities, while taking on additional responsibilities in mentorship, program support, and basic reporting.

Responsibilities

• Deliver training in line with the established curriculum, ensuring adherence to the overall structure, learning objectives, and program flow.
• Prepare effective delivery by reviewing and personalizing lesson plans prior to class sessions.
• Facilitate engaging learners in active thinking and participation.
• Deliver high‑quality instruction that is rigorous, relevant, and appropriate for adult learners.
• Conduct learner assessments and accurately record data as outlined in the curriculum requirements.
• Monitor and manage learner attendance through the designated digital platforms (Canvas, and Salesforce).
• Guide and support learners in completing practical digital marketing assignments and Capstone Projects, providing coaching and feedback to maximize experiential learning and skill development.
• Prepare and submit basic training reports, learner progress updates, and other program documentation as required.
• Support in mobilizing and screening targeted youth using Generation‑specific recruitment, promotional, and communications strategies.
• Serve as the primary point of contact between Generation participants, program coordinators, and other stakeholders.
• Collaborate with cross‑functional teams, including Curriculum and Instruction, Risk and Compliance, and Operations, to address feedback and maintain program quality standards.
• Perform administrative duties as required to ensure effective delivery and successful implementation of the program.
• Build meaningful relationships with learners, understand their personal strengths and challenges, and foster a supportive and inclusive learning environment.
• Collaborate with class mentors and internal teams to identify, address, and mitigate potential risks that may impact learner success and achievement of their goals.
• Provide guidance and support to learners in resolving challenges related to digital marketing and digital customer service during their training.
• Motivate, coach and support learners to persevere through challenges and take ownership of their professional and personal growth journey.
• Support Generation’s data‑driven approach by maintaining accurate learner and program data and tracking key metrics through designated tools like Salesforce.
• Collaborate with the Data Team to ensure timely, complete, and accurate data entry and implement feedback to meet Generation’s global data quality and reporting standards.

Qualifications

• Bachelor’s degree in digital marketing, Marketing, Business Administration, Communications, Information Technology, or a related field.
• Minimum 3–5 years of hands‑on professional experience in Digital Marketing and/or Customer Service.
• At least 2–3 years’ experience in facilitating training, coaching, mentoring, or teaching within Digital Marketing, Customer Service, Employability Skills, or related fields.
• Strong practical knowledge of Digital Marketing, including SEO/SEM, Google Ads, Google Analytics (GA4), social media marketing, email marketing, and content creation.
• Proficiency in Microsoft 365, Google Workspace, Zoom, Microsoft Teams, and Learning Management Systems (preferably Canvas LMS).
• Experience delivering engaging training in physical, virtual, or blended learning environments.
• Excellent communication, facilitation, coaching, and stakeholder management skills.
• Passion for youth empowerment and workforce development.
• Ability to travel frequently within Kenya to the counties.
• Professional certifications in Digital Marketing (Google Ads, Google Analytics, Meta, HubSpot, Hootsuite, etc.).
• Professional certifications in Customer Service or Customer Experience (COPC, CCXP, HDI, Salesforce, etc.).
• Experience integrating AI‑powered tools (e.g., ChatGPT, Gemini, Canva AI, Microsoft Copilot) into digital marketing, customer service, and training delivery.
• Experience supporting career readiness, employer engagement, and workplace simulations.
• Excellent communication, presentation, facilitation, coaching, and mentoring skills.
• Strong stakeholder engagement and relationship management skills.
• Ability to facilitate positive change, build sustainable working relationships, and foster an inclusive learning environment.
• Strong organizational, planning, and time‑management skills, with the ability to manage multiple priorities and consistently meet deadlines.
• Strong analytical and problem‑solving skills, with attention to detail in learner support, reporting, and data management.
• Passion for youth empowerment and a commitment to equipping young people with industry‑relevant skills that improve employability and livelihood opportunities.

How to Apply

Kindly indicate in the Email subject: Instructor – Digital Marketing and Digital Customer Service. Only shortlisted candidates will be contacted.