Marketing Manager
Job Purpose
Responsible for ensuring
proper planning and implementation of marketing strategy and implementation of
marketing activities to drive business growth create brand awareness and build
Brand Equity. Support the Bank in Business Development through insightful
marketing strategy, using marketing tools such as research, marketing
communications, advertising, and public relations.
To manage overall
end-to-end customer experience within the Bank through all channels using
well-defined standards and processes. The role will drive customer experience
function by formulating the Bank’s Customer experience strategy and managing
the interactions between the Customer and the Bank throughout the Customer
lifecycle as well as optimizing interactions from the customer’s viewpoint to
facilitate loyalty.
Key Responsibilities
Customer Experience
To lead and drive a
service culture in all aspects of service quality and operational excellence,
to align behaviors with service excellence objectives.
Developing and managing
relationships with key internal and external stakeholders including Regulators,
IT vendors, and operations to achieve customer experience objectives or correct
customer experience failures
Developing analytics and
framework for governance and business reviews, making proposals for enhancing
customer experience.
Lead and support business
strategies that build awareness, and employee engagement, and create an
environment that recognizes and reinforces appropriate behavior towards
customers.
Create strategic alignment
for Customer Experience KPIs, build and enhance a means of benchmarking service
quality with the competition and other service leaders and ownership throughout
the organization.
Driving challenging
quantitative and qualitative analyses of customer feedback, journeys, and pain
points using leading research practices and analytics procedures.
Develop and implement
processes that enable the sharing and adapting of best practices for improving
customer experience across the organization.
Participate in the
development of training and coaching routines to ensure employees have the
skills necessary to deliver a superior customer experience.
Represent the Voice of the
Customer in discussion of initiatives.
Marketing
Develop & implement
marketing strategy-led plans in line with the business strategy and ensure
smooth execution to meet set brand & financial metrics within approved
budgets
Oversee the Bank’s digital
marketing efforts and management of digital assets including supervision of
assets – websites, apps, and social media as well as drive content strategy
development & rollout to deliver highly engaged communities
Develop a deep
understanding of client preferences and trends, based on research – customer
satisfaction surveys, mystery shopping, and focus groups
Carry out market research,
competitor and customer surveys, develop and maintain market/competitor
intelligence through gathering and analyzing market information
Develop a structure for
harnessing ideas from the bank staff and customers to create a pipeline of new
innovative products & services for the Bank.
Define marketing resource
requirements and ensure proper allocation across the marketing mix elements and
priorities
Effectively inspire,
teach, coach and develop the Marketing & Communications Team
Brand Positioning and
Strategic Partnerships
Responsible for planning,
development, and implementation of all of the Bank’s marketing strategies,
corporate communications, and public relations activities, both external and
internal
Define the Sidian Bank
brand and develop a powerful affinity brand in consumer minds
Manage the PR strategy to
maintain the bank’s reputation through PR stories, in mainstream media.
Manage and evaluate
sponsorship opportunities in line with the Bank’s strategy
Secure and maintain
strategic key partnerships for the Bank in line with strategic objectives and
direction.
Manage Bank Corporate
Social Responsibility Initiatives to achieve brand awareness and achieve
community impact in line with Corporate Social Responsibility Pillars.
Drive a strong Public
relations and Citizenship strategy
Develop and implement
strategies to strengthen the brand of Sidian Bank by positioning the Bank in
relation to all key stakeholders
Act as the Bank’s
representative with the media, coordinate media interest in the Bank, and
ensure regular contact with target media and appropriate response to media
requests.
Risk & Compliance
Attend training and
maintain knowledge of and comply with all bank policies and procedures
including Anti Money Laundering/Countering Financing of Terrorism/Countering
Proliferation Financing laws, rules, and regulations.
Participate or undertake
Anti Money Laundering/Countering Financing of Terrorism/Countering
Proliferation Financing bank programs regularly e.g. taking attestations,
self-assessment tests, and filling in compliance questionnaires as required.
Comply and not knowingly
participate or assist in any violation of Anti Money Laundering/Countering
Financing of Terrorism/Countering Proliferation Financing laws, rules,
regulations, or internal policies, procedures, and guidelines.
Report suspected money
laundering cases to their respective heads of units or the Money Laundering
Reporting Officer as soon as such incidents occur immediately with a clear
basis of suspicion.
Avoid Misrepresentation
and Malicious Reporting – knowingly making a false, fictitious, or fraudulent
representation e.g. statement, report, or document.
Avoid Tipping Off
customers being investigated so as not to knowingly prejudice an investigation
by disclosing information.
Not provide advice or
other assistance to individuals who attempt to violate or avoid Anti Money
Laundering/Countering Financing of Terrorism/Countering Proliferation Financing
laws, rules, regulations, or corporate policies.
Respond to all AML/CFT/CPF
queries when requested by the Compliance Unit to allow the bank to comply with
the requirements of The Anti-Money Laundering and Combating Financing of
Terrorism Amendment Act.
Co–operate fully with
regulators and law enforcement agents and make available required documents and
information
Decision Making Authority
Policies and Procedures
for Marketing and Customer Experience across the Bank
Set Service standards and
Service Level Agreements across the Bank
Complaints management
internally, and reporting to regulatory authorities
Approval of communication
both internal and external
Managing Communication to
Media
Selection of Service
providers for Marketing and Customer Experience – with approval from Senior
Management
Qualifications
Academic Background
University degree or
equivalent degree in Business Administration, Marketing, Public Relations or
related field
An MBA will be an added
advantage
Work Experience
Minimum of 5 years
experience in management within a Business or Operations function with a
marketing and customer-facing bias.
Skills & Competencies
Experience leading change
and inspiring teams with an exciting future vision
Be able to communicate and
motivate, have good PR/interpersonal skills, have outstanding reporting skills,
and understand the principles of sales and marketing including market
targeting, market mix, and cost effectiveness
Certification
Membership to a
Professional body i.e. Marketing Society of Kenya (MSK), Public Relations
Society of Kenya (PRSK), Chartered Institute of Public Relations (CIPR),
Certified Public Accountant (CPA).
How To Apply
Click Here To Apply
Deadline closes: 20th
November 2023
