Marketing & Customer Experience Officer

We are a regulated deposit taking Sacco in Kenya seeking to recruit qualified persons with high synergy to meet the Sacco’s goals and objectives. The Sacco invite applications for the following job positions:

MARKETING & CUSTOMER EXPERIENCE OFFICER

The holder of this position will report to the Marketing and Business Development Manager.

KEY RESPONSIBILITIES:

1. Provide support: Respond to customer inqiries, resolve complaints, and manage accounts to ensure customer satisfaction.
2. Gather feedback: Collect customer feedback through surveys and direct interactions to identify areas for improvement.
3. Handle issues: Proactively identify potential problems and work with internal departments to find solutions and ensure a positive customer journey.
4. Onboard customers: Ensure a seamless and positive onboarding experience for new customers.
5. Generate leads: Identify and generate leads for sales teams through various channels, including online chats and in-person interactions.
6. Promote products: Cross-sell products and services to existing and potential customers to help meet departmental targets.
7. Create content: Assist with creating marketing materials and content to enhance brand presence and engagement.
8. Analyze data: Track and analyze marketing campaign performance and use customer data to inform marketing and business strategies.
9. Manage communication: Handle customer communications, such as SMS reports and live chats, to enhance engagement.

KEY ATTRIBUTES:

1. Creative, proactive and detail-oriented
2. Customer experience focus.
3. Excellent Verbal and written communication skills.
4. Polite with a friendly attitude.
5. Be a team player and self-driven.
6. Have Trouble shooting, Problem solving skills and empathy with delightful customer experience.

REQUIRED SKILLS AND QUALIFICATIONS

1. Bachelor’s degree in Marketing, Business Administration, Communications, or related field.
2. 2–3 years’ experience in marketing, sales, or customer experience engagement.
3. Strong communication, organizational, and analytical skills.
4. Proficiency in Microsoft Office.