Summary
Date Posted: Thursday, September 16, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Marketing and Customer Experience Manager

We wish to fill in the above vacancy in our Business Department. Details of the position are as follows:-

Job Summary
The position is responsible for formulating, implementing and monitoring the Bank’s overall Customer Service Delivery strategy with the aim of ensuring that service delivery at all customer contact points is seamless and in line with the Bank’s Standards. The job also incorporates promoting the usage of the alternate banking channels of the Bank and designing and executing the brand communication strategy of the Bank that includes marketing, advertising, promotion and public relations activities with a view of developing and protecting the brand value of the bank.

Key responsibilities
1. Customer Service
1. Setting up of the customer service standards manual, maintaining and upgrading the contents and dissemination to customer service delivery points;
2. Tracking and following up to ensure complaints are adequately resolved within agreed turnaround times as well as statutory reporting where required;
3. Measuring and monitoring customer service standards via customer feedback surveys, branch visits and audits, mystery shopping among other methods;
4. Training Customer Service Officers and Back office staff (in specific areas);
5. Strategizing the role and functions of the Call Centre and supervision of the Call Centre staff to implement the strategy; and
6. Developing and implementing sales strategies to increase registration and usage penetration of alternate channel products like retail and corporate internet banking, mobile banking, ATMs.
2. Marketing
1. Planning and implementing all activities in the annual marketing plan including: advertising campaigns for products, conducting product launches, new branch openings, account promotions, corporate event planninand coordination among others;
2. Liaising and corresponding with advertising , media and PR agencies;
3. Coordinating the successful launch of marketing campaigns;
4. Ensuring timely and quality production of annual reports, calendar, quarterly statutory financial reports etc.
5. Coordinating the setting up of Product exhibitions, stalls, marketing events, sponsored events, sales promotions, point of sale materials, among others;
6. Assigning tasks to and supervising the Assistant Manager Marketing;
7. Assisting overseas subsidiaries in their marketing requirements; and
8. Managing the marketing budget in line with the marketing plan for the year while operating within budget when implementing.

Qualifications:
Academic Qualifications
1. Master’s degree in Marketing, Brand Development, Product Development, Strategic Management or its equivalent from a recognized institution will be an added advantage; and
2. Bachelor’s degree in Marketing, Brand Development, Product Development or its equivalent from a recognized institution.

Professional Qualifications
1. Chartered Institute of Marketing diploma or its equivalent; and
2. Member of Chartered Institute of Marketing (CIM), AKIB or relevant professional body.
Experience
1. At least 5 years relevant experience.
Generic Competencies
Ability to write complex letters, comprehensive reports and to perform complex calculations.

Skills and Attributes
1. Excellent communication and interpersonal skills;
2. Excellent problem solving and decision making skills;
3. Good people management and project management skills; and
4. Should demonstrate knowledge of banking applications.

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8 60 Bachelor Degree

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Job application procedure
If you are up to the challenge, possess the necessary qualification and experience, please send you CV only quoting the job title on the email subject to hr@fcb.co.ke  before 20th September 2021.

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