- COMMERCIAL SERVICES
The Commercial Services Department at Mission for Essential Drugs and Supplies (MEDS) plays a strategic role in driving business growth, strengthening customer relationships and advancing sustainable healthcare solutions across Kenya and the wider region. The department is instrumental in enhancing MEDS market presence while supporting the organization’s mission of providing access to quality health products and technologies.
Through integrated business development, marketing, customer engagement and capacity-building initiatives, the department contributes to revenue growth, improved customer satisfaction and long-term institutional sustainability. It works to position MEDS as a trusted partner in healthcare delivery by promoting innovative solutions that respond to the evolving needs of healthcare providers and communities.
The department collaborates closely with healthcare facilities, development partners, government institutions, faith-based organizations and private sector stakeholders to strengthen healthcare systems and improve access to quality healthcare services. Through these partnerships, the department facilitates value-added services, strategic engagements and tailored support that contribute to better healthcare outcomes and operational efficiency within the health sector.
In addition, the Commercial Services Department supports strategic positioning and organizational growth through market intelligence, customer experience management, stakeholder engagement and business development initiatives. By fostering strong partnerships and promoting client-centered solutions, the department continues to reinforce MEDS reputation as a leading and dependable healthcare solutions provider.
- Business Development and Marketing
Section Overview
The Business Development and Marketing Section is responsible for driving strategic growth initiatives, strengthening market presence and promoting MEDS products, services and healthcare solutions across Kenya and the region. The section plays a critical role in enhancing organizational visibility, expanding market reach and supporting MEDS commitment to providing reliable, affordable and quality healthcare solutions to healthcare providers and institutions.
The section develops and implements integrated marketing and business development strategies aimed at increasing customer engagement, strengthening stakeholder relationships and supporting sustainable organizational growth. Through market research, customer-focused initiatives and strategic communication, the section identifies emerging opportunities, responds to evolving market needs and enhances MEDS competitiveness within the healthcare sector.
The section also works closely with healthcare facilities, development partners, government institutions, faith-based organizations and private sector stakeholders to communicate MEDS value proposition and strengthen collaborative partnerships. Through targeted promotional activities, customer engagement programs and evidence-based market intelligence, the section contributes to increased product uptake, customer retention, service excellence and institutional sustainability.
To effectively deliver its mandate, the section operates through three key focus areas:
Medical Equipment Services
This area focuses on the supply, installation, maintenance and servicing of medical equipment to support quality healthcare delivery across healthcare facilities. The unit is supported by a team of seven biomedical engineers who provide technical expertise, equipment support and after-sales services to ensure optimal functionality, reliability and continuity of healthcare operations.
Business Intelligence
The Business Intelligence area provides strategic business insights through data analysis, market intelligence and tender processing support. The unit supports informed decision-making by generating analytical reports, monitoring market trends and providing business performance insights that enhance operational efficiency and strategic planning. The area is supported by two business analysts.
Client Support through Field Officers
This area focuses on direct customer engagement and relationship management through field-based support services. Field Officers work closely with clients to provide technical support, product information, customer education and responsive assistance aimed at improving customer experience, strengthening client relationships and ensuring timely resolution of client needs in the field. The area is supported by ten field officers.
Key Functions
- Development and implementation of marketing and business development strategies
- Brand management and enhancement of organizational visibility
- Market research, business intelligence and data-driven insights
- Identification of market opportunities and expansion initiatives
- Promotion of MEDS products, services and healthcare solutions
- Stakeholder engagement and partnership development
- Customer outreach, communication and relationship management
- Sales support and revenue growth initiatives
- Market trend monitoring, analysis and reporting
- Coordination of promotional campaigns, exhibitions and awareness activities
- Support for medical equipment supply, installation and maintenance services
- Strengthening customer experience and client support services through field engagement
Section Head
Dr. Shadrack Meme (Phd) – Sales & Marketing Manager
2. Client Relations
The Client Relations Section is responsible for fostering and maintaining strong, professional and customer-centered relationships with MEDS clients through responsive service delivery, effective communication and proactive client engagement initiatives. The section plays a critical role in ensuring that clients receive timely support, accurate information and a seamless service experience throughout their interaction with MEDS.
The section serves as a key link between clients and the organization by managing customer inquiries, coordinating orders, handling complaints and facilitating effective feedback management processes. Working closely with operational departments, the section ensures efficient resolution of client concerns, improved service delivery and enhanced customer satisfaction across all service touchpoints.
Through proactive relationship management, continuous client engagement and a commitment to service excellence, the section contributes significantly to customer retention, institutional credibility and organizational growth. The section also delivers reliable and quality healthcare solutions by promoting trust, responsiveness and professionalism in all client interactions.
In addition, the Client Relations Section continuously monitors customer experiences and service performance to identify areas for improvement and support the implementation of customer-focused solutions. By strengthening communication channels and enhancing responsiveness, the section helps reinforce MEDS reputation as a dependable and client-oriented healthcare solutions provider.
Key Functions
- Customer relationship management and client engagement
- Provision of customer support and responsive service assistance
- Order coordination, tracking and follow-up support
- Customer complaint handling, resolution and escalation management
- Client communication and feedback management
- Customer satisfaction monitoring and service quality improvement
- Front office coordination and reception support services
- Liaison and coordination with operational departments to enhance service delivery
- Customer account management and maintenance of client information records
- Support for service delivery reporting and performance monitoring
- Strengthening customer experience and client retention initiatives
- Promotion of professionalism, responsiveness and service excellence in client interactions
Section Head
Gladys Mburu, Client Relations Manager.
- Health Systems Strengthening (HSS)
Section Overview
The Health Systems Strengthening (HSS) section is responsible for supporting healthcare institutions, partners and stakeholders through capacity building, technical assistance, training programs, consultancy services and healthcare systems improvement initiatives. The section plays a strategic role in strengthening healthcare delivery systems, enhancing institutional capacity and improving operational efficiency across the health sector.
The section coordinates and implements training and technical support programs aimed at improving healthcare management, leadership, governance, supply chain systems and service delivery capabilities among MEDS clients and partners. Through tailored learning interventions, mentorship programs and knowledge-sharing platforms, the section equips healthcare professionals and institutions with the skills, tools and best practices necessary to improve healthcare outcomes and organizational performance.
The HSS Section also provides consultancy and advisory services that support evidence-based decision-making, systems improvement and sustainable healthcare solutions. These services are designed to address emerging healthcare challenges, strengthen institutional resilience and support continuous quality improvement within healthcare facilities and health programs.
In collaboration with government agencies, county health management teams, development partners, faith-based organizations and donor-funded programs, the section supports the implementation of strategic healthcare initiatives that contribute to stronger and more resilient health systems. Through strategic partnerships, innovation and collaborative engagement, the section helps drive sustainable healthcare improvements at both institutional and community levels.
Additionally, the HSS Section contributes to policy dialogue, advocacy and technical representation within the health sector by participating in conferences, workshops and stakeholder forums. Through these engagements, the section promotes knowledge exchange, strategic collaboration and the adoption of best practices that reinforce MEDS’ position as a comprehensive and trusted healthcare solutions provider.
Key Functions
- Implementation of health systems strengthening initiatives
- Capacity building, technical training and professional development programs
- Provision of healthcare consultancy and advisory services
- Development and coordination of training curricula, learning materials and programs
- Stakeholder engagement and partnership development
- Technical support for healthcare institutions and health sector programs
- Coordination of conferences, workshops and knowledge-sharing forums
- Proposal development and support for resource mobilization initiatives
- Monitoring, evaluation and reporting of training and capacity-building programs
- Knowledge management, documentation and dissemination of best practices
- Advocacy and representation in healthcare and policy forums
- Support for donor-funded healthcare initiatives and strategic projects
- Promotion of innovation, institutional strengthening and sustainable healthcare solutions
Section Head
Faith Kithinji, Health Systems Strengthening Manager
Branding and Communications
Section Overview
The Branding and Communications Section is responsible for managing and strengthening the organization’s corporate image, brand identity and strategic communication initiatives. The section plays a vital role in enhancing MEDS visibility, promoting its healthcare solutions and ensuring consistent, accurate and impactful communication with internal and external stakeholders.
The section develops and implements branding, public relations and communication strategies that support organizational objectives, strengthen stakeholder confidence and position MEDS as a trusted healthcare solutions provider. Through integrated communication approaches, the section promotes awareness of MEDS products, services, programs and impact across diverse audiences including healthcare providers, development partners, government institutions, faith-based organizations, media and the general public.
This section coordinates corporate communication activities across multiple platforms including digital media, social media, print publications, website content, internal communication channels and corporate events. The section is also responsible for developing communication materials, managing media relations, supporting organizational campaigns, stakeholder engagement activities and corporate visibility initiatives.
In addition, the section supports reputation management by ensuring consistency in messaging, brand standards and organizational identity across all communication platforms and materials. Through strategic storytelling, content development and stakeholder-focused communication, the section strengthens public trust, institutional credibility and stakeholder engagement.
The section also works closely with various departments to support communication needs, document organizational achievements and promote knowledge sharing and visibility of MEDS initiatives and impact within the healthcare sector. By leveraging innovation, creativity and strategic communication, the section contributes to enhanced brand equity, organizational growth and long-term sustainability.
Key Functions
- Development and implementation of branding and communication strategies
- Corporate brand management and identity enhancement
- Public relations and media engagement
- Development of communication materials and corporate publications
- Digital communication and social media management
- Website content coordination and management
- Internal communication and staff engagement support
- Corporate visibility and awareness campaigns
- Stakeholder communication and engagement
- Coordination of corporate events, exhibitions and promotional activities
- Reputation management and strategic messaging
- Content creation, storytelling and documentation of organizational impact
- Support for organizational marketing and business development initiatives
- Monitoring media coverage and communication performance
- Ensuring consistency and compliance with brand standards across the organization