infos@finbank.bi

16, Boulevard de la Liberté (Route Rumonge)

170 | 76170170 | 61170170

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Marketing and Customer Experience manager

CAREERS Hits: 187
  1. KEY FUNCTIONS & RESPONSIBILITIES

1. Establish and execute marketing strategies and plans

  • Develop cost-effective marketing plans for each product or service based on department budget
  • Develop a customer relationship management (CRM) by coordinating and monitoring customer experience operations
  • Managing the contact center

2. Conduct Market Research and implement findings

  • Conduct detailed research of intended subject matter according to business needs to Identify market trends and patterns
  • Formulate effective and efficient research processes
  • Update marketing plans based on research findings
  • Conduct studies and research to discover new techniques necessary for improving customer experience

3. Public Relations

  • Coordinate all public relations Activities

4. Brand Management

  • Develop and implement a brand management strategy
  • Be a brand guardian and brand champion at all times

5. Marketing communications

  • Devise appropriate communications strategies for the Bank
  • Develop media relations strategy, seeking high-level placements in print, broadcast and online media • Manage advertising, marketing and communication initiatives
  • Manage all key communication channels
  • Create briefing documents to Agency partners towards campaign strategy development
  • Develop and execute timely and impactful campaigns communication
  • Manage vendor contracts; exercise diligence in tracking expenses to meet expense/budget goals
  • Identify opportunities, sponsorships, promotions for marketing and sales
  • Coordinate sponsorships and events and promotional activities involving the Bank
  • Constant monitoring and evaluation of campaigns to track performance and ensure KPIs are met with periodic reports

6. Customer experience

  • Develop and implement strategies to improve customer relationship and achieve customer satisfaction across all business touch points Agree SLAs with different Strategic Business and monitor their compliance to achieve customer satisfaction across the business.
  • Monitor Business responses to customer queries, complaints and enquiries to ensure SLAs are respected.
  • Develop and implement mechanisms to collate direct customer feedback on services and use those feedbacks to enhance efficiency in service delivery and optimize customer experience.
  • Ensure retention of existing customers through a high level of customer engagement initiatives. • Drive customer centric initiatives across Branches and other business units and platforms
  • Monitor correspondence/communication issued by the Bank to external/internal customers
  1. MINIMUM REQUIREMENTS
  • A Bachelor's degree in Marketing, Communications or related fields.
  • At least 5 years' relevant experience in sales and marketing or/and direct sales and has proven experience in working with contractors.

 

  • COMPETENCIES AND ATTRIBUTES
  • Strategic and creative thinker focused on delivering business value and sales
  • Ability to build strong relationships with priority stakeholders
  • Excellent Planning and Organizing skills
  • Good business acumen
  • Excellent communication (oral and written) and interpersonal skills
  • Active listening and responsiveness skills
  • Good negotiation skills
  • Stakeholder management skills
  • Media relations skills
  • A demonstrated commitment to professionalism, a strong work ethic, high standards, integrity, and stability
  1. APPLICATION

Applicants who meet the requirements are invited to submit their application to This email address is being protected from spambots. You need JavaScript enabled to view it..

The submission should include a motivation letter, a detailed and updated Curriculum Vitae, telephone and email contact information, and a copy of the diploma and relevant certificates.