DIGITAL MARKETING & CUSTOMER EXPERIENCE OFFICER

An our exciting opportunity for a Digital Marketing & Customer Experience Officer has arisen with in our Business Department. The successful candidate shall be expected to implement EmpowerBank’s digital marketing and customer experience activities for improved engagement and experience.

• Implement approved customer experience and service improvement initiatives.
• Monitor customer journeys across physical and digital touchpoints.
• Coordinate customer feedback, surveys, complaints and service recovery.
• Maintain Voice of Customer information and identify customer experience trends.
• Monitor customer satisfaction, service quality and complaint resolution turnaround times.
• Recommend improvements to customer processes and service delivery.
• Support customer appreciation, retention, financial literacy and customer education initiatives.
• Implement approved digital marketing campaigns for Bank products, services and youth empowerment programmes.
• Manage approved social media and digital communication platforms.
• Develop and schedule social media posts, digital adverts, customer education content, website content and newsletters.
• Respond to digital customer enquiries and monitor online conversations.
• Coordinate photography, video and multimedia content.
• Support paid digital advertising and monitor campaign performance.
• Track digital reach, engagement, leads, conversions and other campaign metrics.
• Prepare periodic digital marketing performance reports.
• Attend and support Bank outreach programmes, exhibitions, roadshows, expos, fairs, financial literacy programmes and community activations.
• Represent EmpowerBank professionally at approved events and stakeholder engagements.
• Support customer mobilisation, product awareness and lead generation at events.
• Provide basic customer education on Bank products, services and digital channels.
• Assist with exhibition stand-up, branding and promotional activities.
• Capture leads, customer enquiries and market intelligence and ensure appropriate follow-up.
• Prepare post-event reports covering attendance, leads, enquiries and outcomes.
• Support implementation of approved brand activation programmes.
• Ensure customer-facing materials comply with EmpowerBank brand guidelines.
• Coordinate approved creative, media, printing, photography and digital suppliers.
• Liaise with branches, business units and external stakeholders on customer engagement activities.
• Support joint marketing and activation initiatives with approved strategic partners.
• Monitor customer experience and digital marketing KPIs.
• Track customer satisfaction, complaints, engagement, reach, leads and conversions.
• Prepare weekly/monthly reports and dashboards.
• Analyse customer and campaign data and recommend improvements.
• Monitor emerging digital marketing and customer experience trends.
• Ensure all activities comply with applicable RBZ requirements, Bank policies, brand guidelines, data protection and information security requirements.
• Maintain accurate records of customer engagement, campaigns and activations.
• Protect customer information and maintain confidentiality.
• Escalate regulatory, reputational and high-risk customer matters appropriately.

• Marketing Degree or equivalent
• Professional qualification – IMM or CIM
• Digital Marketing Qualification
• Experience in digital marketing and customer experience tools e.g. Canva, Hubsot , GoogleAds Adobe Photoshop , ChatGPT e.tc
• Membership to a professional association e.g MAZ or CXAZ
• Minimum three (3) years’ relevant experience in digital marketing, customer experience, marketing, communications, customer service or relationship management.
• Banking or financial services experience is an added advantage.
• Experience managing corporate social media platforms and digital campaigns.
• Experience in customer feedback, surveys and complaints management.
• Practical, hands-on competence in Canva – creation of social media graphics, digital adverts, flyers, presentations and customer education materials.
• Practical, hands-on competence in ChatGPT and Generative AI tools – content ideation, drafting, research assistance, analysis, productivity and campaign development.
• Practical, hands-on competence in Social media and digital marketing platforms – content scheduling, publishing, monitoring and engagement.
• Practical, hands-on competence in Meta Business Suite and Google Ads.
• Practical, hands-on competence in Google Analytics and digital marketing analytics.
• Practical, hands-on competence in CRM and customer engagement systems.
• Practical, hands-on competence in Microsoft Word, Excel and PowerPoint.
• Practical, hands-on competence in Website/content management systems.
• Practical, hands-on competence in Basic photography, video and multimedia content coordination.
• Practical, hands-on competence in Digital reporting, dashboards and data interpretation.
• Practical, hands-on competence in Customer experience and feedback management.
• Practical, hands-on competence in Exhibition, roadshow and event activation coordination.