CX & Marketing Officer

<p><strong>&nbsp;JOB PURPOSE&nbsp;</strong><br>To support the implementation of EDC’s marketing strategy by enhancing brand visibility, campaign effectiveness, and client engagement. &nbsp;The role also supports customer experience (CX) initiatives aimed at improving client satisfaction, retention, and service quality.</p><p><strong>JOB CONTEXT&nbsp;</strong><br>The CX and Marketing Officer plays a dual role in promoting EDC’s brand and strengthening client relationships. The role collaborates with internal teams and external partners and works closely with the Ecobank Ghana Marketing and Brand team to ensure alignment with Ecobank’s overarching brand strategy. &nbsp;This ensures the effective execution of marketing initiatives and the seamless delivery of customer experience enhancements.</p><p><strong>KEY RESPONSIBILITIES&nbsp;</strong><br><strong>Marketing</strong><br>▪&nbsp;&nbsp;&nbsp;&nbsp;Plan and execute integrated marketing campaigns to increase brand visibility, generate leads, and support business growth.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Design and develop marketing materials including brochures, flyers, newsletters, social media content, and video materials.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Manage digital marketing efforts such as content calendars, website updates, SEO, email marketing, and paid media.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Ensure all marketing content complies with EDC and Ecobank brand compliance guidelines and regulatory standards.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Organize and coordinate corporate events, product launches, webinars, client forums, and investor education programs.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Track and report on marketing KPIs (e.g., campaign ROI, engagement metrics, conversion rates).<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Collaborate with internal stakeholders (e.g., sales portfolio Managers) to align marketing efforts with business priorities.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Manage relationships with external vendors, agencies and media partners to ensure timely cost-effective execution.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Conduct competitor and market analysis to guide messaging, positioning, and strategic planning.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Support brand reputation management through media monitoring and PR activities.&nbsp;<br>Customer Experience<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Monitor and analyze client feedback to identify trends, service gaps and improvement opportunities.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Support processes related to onboarding, redemptions, complaints resolution, and service recovery.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Ensure consistency in language, tone, and messaging across all customer touchpoints.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Draft and disseminate timely customer communications, including service notices, email bulletins, and FAQs.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Assist in creating customer journey maps and conducting touchpoint audits.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Prepare periodic reports on customer satisfaction, complaints, and feedback trends.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Promote service excellence through training and knowledge-sharing sessions.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Maintain and update customer-facing templates and FAQs in accordance with regulatory and business updates.&nbsp;</p><p><strong>KNOWLEDGE, SKILLS &amp; EXPERIENCE</strong><br><strong>Experience &amp; Qualifications</strong><br>▪&nbsp;&nbsp;&nbsp;&nbsp;Mandatory: GSE Securities Course Certification.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Bachelor’s degree in marketing, Communications, Business Administration, or a related field<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Minimum of 4 years’ experience in marketing and CX, preferably within financial services or a regulated industry.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Proficiency in digital marketing tools and platforms.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Excellent written and verbal communication skills.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Creative and detail-oriented with a strong sense for branding and designs.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Experience in event coordination and vendor management is an advantage.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Proven ability to multitask and thrive in a fast-paced, collaborative environment.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Proven leadership and team management experience is desirable.<br><strong>Skills, Capabilities &amp; Direct attributes</strong><br>▪&nbsp;&nbsp;&nbsp;&nbsp;Proactive, results-driven, and customer-centric.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Strong interpersonal and stakeholder engagement skills.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Excellent organizational and project management capabilities.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Tech-savvy with a continuous learning mindset<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Ability to engage with senior executives confidently and professionally.&nbsp;<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Skilled in preparing and presenting proposals for management buy-in.<br>▪&nbsp;&nbsp;&nbsp;&nbsp;Ability to work closely with the contact centre and front office teams to escalate and resolve critical customer issues.<br>&nbsp;</p>