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Meet the Standard.
Tell us the role you cannot fill or the HR function you cannot staff. We will tell you plainly whether we are the firm for it.
Contact
Tell us the role you cannot fill or the HR function you cannot staff. We will tell you plainly whether we are the firm for it.
Vacancy
Salary: KES 0-100,000
Our client, a licensed deposit-taking SACCO headquartered in Nairobi with a network of FOSA branches across Kenya, is seeking to recruit a Customer Relations Officer (Digital Marketing). The successful candidate will be responsible for planning and executing digital marketing, member engagement, lead generation, campaign management and digital content initiatives across approved platforms. The position will use digital analytics and campaign performance information to strengthen member acquisition, improve conversion, support product uptake and enhance customer experience, while maintaining the Society's brand, data protection and regulatory compliance standards. Working within the Business Development, Marketing & Communication Department, the officer will collaborate with FOSA, Credit, Finance, ICT, Customer Service, branch teams and other departments to translate digital engagement into measurable business results.
Applicants must possess:
A Bachelor's degree in Marketing, Digital Marketing, Business Administration, Communications, Public Relations, Commerce or a related field from a recognised institution.
The following will be considered an advantage:
Professional certification in Digital Marketing, Marketing, Communications or a related discipline.
Training or certification in Google Analytics, Meta Advertising, SEO/SEM, Content Marketing, Customer Relationship Management (CRM) or equivalent tools.
Knowledge of SACCO or financial services marketing and customer experience.
Applicants must demonstrate:
At least three (3) years' relevant experience in digital marketing, marketing communications, social media management, digital customer engagement or related business development work.
Practical experience managing digital marketing campaigns and interpreting digital analytics.
Previous experience in a SACCO, bank, insurance company, fintech or another regulated financial services organisation will be an added advantage.
The successful candidate should demonstrate competence in:
Digital marketing strategy and campaign planning.
Social media and community management.
Digital advertising and content marketing.
Website content management and SEO/SEM awareness.
Lead generation, funnel management and conversion optimisation.
Digital analytics, dashboard development and reporting.
Customer relationship management and member engagement.
Financial services or product marketing.
Basic graphic design and video content coordination.
Strong written and verbal communication skills.
Customer focus and effective relationship management.
Creativity, initiative and adaptability.
Sound planning, organisation and problem-solving skills.
Analytical thinking and data-driven decision-making.
Results orientation and accountability.
Integrity, professionalism and confidentiality.
Effective teamwork and stakeholder engagement.
Ability to manage competing priorities and meet campaign deadlines.
Support the development and implementation of the Society's digital marketing strategy in line with approved business objectives.
Prepare annual and monthly digital marketing plans, content calendars and campaign schedules.
Plan and coordinate digital campaigns promoting membership, savings, credit, Front Office Service Activities (FOSA) and other approved SACCO products.
Coordinate creative development, campaign timelines, marketing channels and implementation activities.
Monitor campaign outcomes and recommend adjustments to improve performance and resource utilisation.
Work with internal stakeholders and approved external service providers to ensure timely campaign execution.
Generate qualified membership and product enquiries through appropriate digital marketing channels.
Manage digital marketing funnels covering awareness, enquiry, application, follow-up and conversion.
Coordinate with FOSA, Credit, branch teams and Customer Service to ensure effective lead management.
Analyse lead quality, conversion rates and campaign-generated business opportunities.
Identify opportunities to improve member acquisition, product activation and digital engagement.
Support the achievement of agreed membership and product growth targets.
Manage the Society's approved social media platforms in accordance with established content plans and brand guidelines.
Develop accurate, relevant and engaging digital content for members and prospective members.
Support website content updates through approved internal processes.
Coordinate graphic design, photography, video production and other digital marketing assets.
Monitor online conversations, comments and member feedback.
Escalate sensitive communications, misinformation and reputational concerns through the appropriate channels.
Maintain consistency and professionalism across the Society's digital communications.
Develop digital campaigns supporting awareness and uptake of the Society's approved products and services.
Translate product information into clear, accessible and member-friendly communications.
Support financial literacy and member education initiatives through digital platforms.
Promote responsible saving, borrowing and financial decision-making.
Support approved cross-selling and product awareness activities.
Coordinate member engagement initiatives with relevant business departments.
Identify opportunities to improve product understanding and digital service adoption.
Monitor social media, website and campaign analytics.
Maintain digital marketing dashboards and campaign performance reports.
Track reach, engagement, enquiries, qualified leads, conversion rates and return on investment where applicable.
Interpret campaign performance data and identify areas requiring improvement.
Provide practical recommendations to strengthen targeting, content effectiveness and lead conversion.
Support evidence-based marketing decisions through accurate data analysis and reporting.
Ensure that all digital content and campaigns comply with approved brand and communication standards.
Support consistent, timely and professional member communication across digital channels.
Monitor member feedback, online sentiment and emerging reputational concerns.
Escalate complaints, suspected misinformation, fraud indicators and other material issues.
Collaborate with Customer Service and other departments to strengthen the digital member experience.
Contribute to initiatives that improve member trust, engagement and satisfaction.
Ensure digital marketing activities comply with approved organisational policies and applicable requirements.
Protect confidential member and Society information.
Ensure campaigns, advertisements and product communications receive the required approvals before publication.
Identify and report potential marketing, information security, data protection, and reputational risks.
Maintain appropriate documentation of marketing approvals, campaign execution and related activities.
Exercise responsibility for assigned marketing resources within approved budgets and delegated authority.
Prepare timely weekly and monthly digital marketing reports.
Maintain accurate campaign documentation and performance records.
Collaborate with internal departments to align digital campaigns with organisational objectives.
Monitor developments in digital advertising, content, analytics and customer engagement.
Recommend practical improvements to marketing effectiveness, member acquisition and digital service delivery.
Support the continuous improvement of the Society's digital marketing capabilities.
Performance will be assessed against agreed digital marketing and business development objectives, including:
Timely preparation and implementation of digital marketing plans.
Consistent execution of approved content calendars and campaigns.
Generation and appropriate follow-up of qualified leads.
Improvement in digital member engagement and product awareness.
Accurate campaign reporting and performance analysis.
Effective management of brand, compliance and reputational requirements.
Continuous recommendations to improve digital marketing effectiveness.