Business Development and Marketing Manager – Microfinance Institution

Position Summary:

The Business Development and Marketing Manager will report to the Chief Executive Officer and will be responsible for expanding the Company’s market presence, driving client acquisition, and promoting financial products and services tailored for underserved communities. This role involves developing growth strategies, strengthening partnerships, and implementing marketing campaigns to enhance outreach and financial inclusion.

Managerial Roles and Responsibilities

• Develop and implement effective brand management mechanisms responsive to customer expectations.
• Ensure compliance with BD SOPs as defined in the BD policy, procedural manual, and BPI.
• Coordinate development and implementation of PR and branding strategies to position Incredo as a financial services leader in niche markets.
• Identify gaps in the Company’s product/service offering and develop strategies to address them.
• Monitor market share, conduct competitor analysis, and support niche market growth strategies.
• Coordinate marketing strategies and promotional activities for target segments.
• Oversee product launches and branding initiatives.
• Regularly update Marketing, PR, and CSR content on the website.
• Monitor customer satisfaction indices and address complaints.
• Implement programs to build a customer-awareness culture among staff.
• Oversee development of publicity materials (e.g., newsletters, press releases).
• Conduct regular branch visits to ensure operational alignment.

Operational Roles and Responsibilities

• Develop sales and marketing strategies and ensure sales targets are achieved.
• Build and maintain networks/leads through close collaboration with target markets.
• Forecast and achieve business targets via annual marketing and BD plans.
• Conduct market research and provide product development insights.
• Maintain and update business performance reports.
• Monitor business productivity continuously.
• Prepare timely marketing reports.
• Review sales performance against targets and implement corrective actions.
• Engage with partners to ensure competitive product pricing and share market feedback.
• Develop customer experience enhancement strategies.
• Communicate with clients through email, phone, and visits to build long-term partnerships.
• Monitor customer satisfaction levels.
• Support branches in business development.
• Recruit, train, and manage sales agents.
• Guide the development and implementation of systems to evaluate marketing, PR, and CSR efforts.
• Promote internal communication on new products, launches, and rebranding initiatives.
• Coordinate socially responsible programs to build a reputable company image.
• Ensure promotional and sales materials are developed.
• Conduct competitor analysis and design short- and long-term growth plans.

Customer Experience Roles

• Oversee hiring, orientation, and training of customer experience team.
• Implement standards and procedures to ensure optimal customer experience.
• Conduct surveys to collect feedback on services.
• Use social media to resolve issues and respond to inquiries.
• Coordinate with production and creative departments to ensure service quality.
• Establish communication channels for easy customer contact.
• Guide the transformation of the organization into a customer-focused culture.
• Monitor the customer service team’s adherence to standards.
• Manage annual CX budgets aligned with goals.
• Conduct research on innovative CX techniques.
• Organize training to enhance CX team skills.
• Oversee merchandising to enhance customer attraction.
• Use CRM tools to manage and track CX efforts.
• Attend industry events to stay informed and sharpen skills.
• Boost customer satisfaction, loyalty, and advocacy.
• Map customer journeys to identify and minimize pain points.

Work Environment & Benefits

• Full-time position with career growth opportunities.
• Competitive salary with performance-based incentives and benefits.
• Dynamic, fast-paced work environment with cross-functional collaboration.

Qualifications & Skills

• Bachelor’s degree in Business Administration, Marketing, or related field (Master’s preferred).
• Proven experience in business development, sales, or marketing management.
• 10+ years in business development or marketing, preferably in microfinance, banking, or financial services.
• Proven success in expanding loan portfolios and client acquisition.
• Strong skills in negotiation, communication, and relationship building.
• Knowledge of market research and digital marketing trends.
• Strategic planning and execution capabilities.
• Proficiency in CRM software, marketing analytics, and Microsoft Office Suite.
• Self-motivated and results-driven; works well independently and in teams.
• Active membership in a relevant professional body.