Commercial Services Department
The Commercial Services Department at MEDS is responsible for driving business growth, strengthening customer engagement, expanding strategic partnerships, and promoting sustainable healthcare solutions across Kenya and the region.
The department plays a key role in enhancing MEDS’ market presence and supporting the organization’s mission of providing reliable, affordable, and quality health products, technologies, and health systems strengthening services. Through integrated marketing, client engagement, and capacity-building initiatives, the department supports revenue growth, customer satisfaction, and institutional sustainability.
The department works closely with healthcare facilities, development partners, government agencies, faith-based organizations, and private sector stakeholders to promote healthcare access, strengthen health systems, and deliver value-added services that improve healthcare outcomes. It also supports strategic positioning, market intelligence, customer experience management, and business development initiatives that reinforce MEDS’ role as a trusted healthcare solutions provider.
1. Marketing
Section Overview
The Marketing Section is responsible for promoting MEDS’ products, services, and healthcare solutions while strengthening the organization’s brand visibility and market reach. The section develops and implements marketing strategies, business development initiatives, market research activities, and customer engagement programs that support organizational growth and competitiveness.
The section works to identify emerging market opportunities, strengthen strategic partnerships, and communicate MEDS’ value proposition to healthcare providers, institutions, and development partners. Through targeted marketing initiatives and customer-focused strategies, the section contributes to increased product uptake, customer retention, and organizational sustainability.
Key Functions
- Marketing strategy development and implementation
- Brand management and visibility enhancement
- Market research and business intelligence
- Business development and market expansion
- Product and service promotion
- Stakeholder engagement and partnerships
- Customer outreach and communication
- Sales support and revenue growth initiatives
- Market trend analysis and reporting
- Coordination of promotional and awareness activities
Section Head
Dr. Shadrack Meme (Phd) – Sales & Marketing Manager
2. Client Relations
The Client Relations Section is responsible for building and maintaining strong relationships with MEDS clients through responsive customer service, order support, complaint resolution, and client engagement initiatives. The section ensures that clients receive timely support, accurate information, and a seamless service experience throughout their interaction with MEDS.
The section manages customer inquiries, order coordination, complaint handling, feedback management, and client communication processes while working closely with operational departments to enhance service delivery and customer satisfaction. Through proactive relationship management and service excellence, the section contributes to client retention, trust, and organizational growth.
Key Functions
- Customer relationship management
- Client support and engagement
- Order coordination and follow-up
- Customer complaint handling and resolution
- Client communication and feedback management
- Customer satisfaction monitoring
- Front office and reception support services
- Coordination with operational departments
- Customer account and information management
- Service delivery support and reporting
Section Head
Gladys Mburu, Client Relations Manager.
3. Health Systems Strengthening
The Health Systems Strengthening (HSS) Section is responsible for supporting healthcare institutions and partners through capacity building, technical assistance, training programs, consultancies, and healthcare systems improvement initiatives. The section contributes to strengthening healthcare delivery systems, institutional capacity, and operational efficiency within the health sector.
The section coordinates training programs, technical support initiatives, stakeholder engagements, consultancy services, and knowledge-sharing platforms designed to enhance healthcare management, supply chain systems, leadership, governance, and service delivery capabilities among MEDS clients and partners.
The HSS Section also collaborates with government agencies, development partners, county health management teams, and donor-funded programs to support sustainable healthcare improvements and health sector resilience. Through innovation, training, and strategic partnerships, the section strengthens MEDS’ role as a comprehensive healthcare solutions provider.
Key Functions
- Health systems strengthening initiatives
- Capacity building and technical training
- Healthcare consultancy services
- Development of training curricula and programs
- Stakeholder engagement and partnerships
- Health sector technical support
- Conference and workshop coordination
- Proposal development and resource mobilization support
- Monitoring and evaluation of training programs
- Knowledge management and dissemination
- Advocacy and representation in health sector forums
- Support for donor-funded healthcare initiatives
Section Head
Faith Kithinji, Health Systems Strengthening Manager