Assistant Customer Experience Officer – Digital Marketing at Co-operative Bank of Kenya

Job Purpose

Reporting to the Marketing Officer, the role supports the development and implementation of digital marketing activities that enhance the Sacco’s online visibility, engagement and reputation through creative digital campaigns, relevant content and data-driven communication initiatives.

The role combines digital marketing execution with customer experience responsibilities, including managing digital channels, supporting campaigns, monitoring engagement, responding to customer enquiries and maintaining accurate records of customer interactions.

Performance Expectations

The successful candidate will be expected to deliver measurable outcomes, including:

• Increased visibility and engagement across the organisation’s digital platforms.
• Timely development and publication of relevant, high-quality digital content.
• Effective execution and monitoring of digital marketing campaigns.
• Accurate tracking and reporting of digital engagement and campaign performance.
• Timely and professional handling of customer enquiries and complaints.
• Effective follow-up, escalation and closure of customer issues and feedback.
• Accurate maintenance of customer interaction and digital marketing records.
• Consistent adherence to communication, branding and confidentiality requirements.

Key Responsibilities

• Support the development and execution of digital marketing campaigns across social media, Sacco website, email and other relevant platforms.
• Manage the organisation’s social media presence and monitor audience engagement and digital performance.
• Design, prepare and publish digital content aligned with corporate messaging and branding guidelines.
• Track campaign performance and support reporting on relevant digital marketing metrics and campaign return on investment.
• Maintain and update website content to ensure that information remains current, relevant and functional.
• Support events, public relations, awareness campaigns, feedback surveys and member education activities through digital channels.
• Receive, log and respond to customer enquiries and complaints through telephone, email and other platforms.
• Maintain accurate records of customer interactions and follow up outstanding matters to support timely resolution.
• Escalate complex customer issues to the appropriate departments and track them through to closure.
• Provide accurate information on products and services while maintaining customer service and confidentiality standards.

Minimum Qualifications and Experience

• A Diploma in Communications, a business-related field, or an equivalent qualification.
• At least one (1) year of relevant experience in digital marketing, communications, customer experience or a related field.
• Practical experience or demonstrated capability in digital marketing tools, including Google Analytics, Meta Ads and SEO.
• Experience in digital content creation, writing and visual communication.
• Familiarity with website content management systems such as WordPress, Drupal or similar platforms.
• Experience supporting customer engagement through digital and other communication channels.

Key Competencies

• Strong communication and interpersonal skills.
• Digital marketing and content creation capability.
• Analytical ability and confidence in interpreting digital engagement data.
• Customer service and relationship management skills.
• Good report-writing and record-management skills.
• Creativity, adaptability and effective time management.