JOB PURPOSE
Responsible for ensuring proper planning and implementation of marketing strategy and implementation of marketing activities to drive business growth and 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 view point to facilitate loyalty.
KEY RESPONSIBILITIES AND ACTIVITIES
Customer Experience
Marketing
Brand Positioning & Strategic Partnerships
Risk and Compliance
Customer Experience
To lead and drive a service culture in all aspects of service quality and operational excellence, so as 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, 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 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 which enable the sharing and adapting of best practices for improving customer experience across the organization.
Participate in development of training and coaching routines to ensure employees have 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, 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 structure for harnessing ideas from the bank staff and customers with a view of creating a pipeline of new innovative products & services for the Bank.
Define marketing resource requirement 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 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 objective 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 on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required.
Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
Report suspected money laundering cases to their respective heads of units or to 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, 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 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
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 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, understand the principles of sales and marketing including market targeting, market mix and cost effectiveness
PROFESSIONAL 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).
Apply via :
sidianbank.co.ke
