Customer Experience (CX) Communications Manager

ABOUT THE COMPANY

Equity Bank Kenya Limited, is a financial services provider headquartered in Nairobi, Kenya. It is licensed as a commercial bank, by the Central Bank of Kenya, the central bank and national banking regulator.

JOB SUMMARY

QualificationsExperience Requirements  Minimum of 7 years’ experience in communications, service design, or related roles within banking/finance.A track record of developing & implementing communication and media campaigns Academic Qualifications and Certifications Bachelor's degree in a communication-related field.A strong understanding of communication principles.Knowledgeable about communication, advertising and brand marketing.Demonstrated ability to design and deploy communication content, campaigns and media monitoring.Must be a Member of Public Relations Society of Kenya

RESPONSIBILITIES

Customer Engagement Initiative: Lead initiatives to enhance customer engagement and satisfaction through personalized communication approaches. This includes implementing feedback mechanisms to gather insights and measure customer sentiment as well as designing and executing campaigns that foster customer advocacy.Developing Communication Strategies: Creating comprehensive communication strategies aligned with the organization's CX objectives and overall business goals.Ensure Message Consistency: Standardize all customer communication to ensure the tone, message and brand standards are consistent.Crafting Content: Liaise with Communication Agencies to produce high-quality written and visual content for various communication channels, including websites, blogs, social media, newsletters, reports, and presentations.Internal Communications: Facilitate effective communication within the organization, ensuring that employees are well-informed about important updates, initiatives, and developments. This may involve creating internal newsletters or using communication tools and platforms.Brand Management: Ensure that all communication materials and messages align with brand guidelines and maintain consistency in branding across different platforms.Monitoring and Analysis: Track the effectiveness of communication strategies and campaigns, using metrics and analytics to measure success and make data-driven improvements.Stakeholder Engagement: Identify key stakeholders and develop tailored communication approaches to engage and maintain positive relationships with them.Event Management: Support the planning and execution of communication-related events, such as product launches, press conferences, trade shows, and corporate gatherings.Media Monitoring: Keep abreast of industry trends, competitor activities, and relevant news to identify opportunities and potential risks for the organization.Budget Management: Tracking the communication budget spend and preparing ROI reports. 

REQUIRED SKILLS

Customer service, Conflict and complaint resolution, Customer support, CRM systems, Customer relations

REQUIRED EDUCATION

Bachelor's degree