Senior Manager – Marketing, PR & Customer Experience (Central Office) at Rafiki Microfinance Bank

JOB DESCRIPTION

• Lead the team to develop plans for Marketing, PR, Product Development and Customer Experience disciplines.
• Provide direction on leveraging research insights to develop Customer Value Propositions and Thought Leadership positions to the Management Teams.
• Integrate the Marketing and Customer Experience strategy into the overall business strategy of the Bank.
• Prepare and manage monthly, quarterly and annual budgets for the Marketing department.
• Set, monitor and report on team goals.
• Design branding, positioning and pricing strategies.
• Identify opportunities to reach new market segments and expand market share.
• Drive brand awareness and achieve targeted metric levels for the Bank.
• Drive Customer Retention and increase the barriers to exit.
• Develop an agile Customer Relationship Management System.
• Manage Operational Risk standards for the Marketing and Customer Experience teams.
• Identify areas for process improvement and recommend ways to increase functional effectiveness and improve operational efficiencies.
• Provide leadership and direction to the rest of the marketing and customer experience teams.

KNOWLEDGE SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE.

• Bachelor’s degree in Marketing, Communication or business related field.
• CIM certification is desirable
• 10 years’ work experience, 5 of which should be in management preferably within the financial sector
• Experience running successful marketing campaigns.
• Experience with CRM software.
• Interpersonal skill.
• Analytical mind and strategic acumen.
• Conceptual thinking – able to structure and organize.
• Execution orientation – able to execute and deliver results
• Service and customer centricity.
• Leadership and change agent.
• Influencing and networking.
• Presentation and communication (written and speaking skills).
• Strategic Thinking.
• Creativity and innovation.
• Resilience and Flexibility.
• Mental and emotional intelligence.
• Integrity.
• Attention to details.
• Problem solving and Decision making.
• Confidentiality.