CX & Marketing Officer at Ecobank Nigeria

JOB PURPOSE 

Responsible for the overall experience of EDC Nigeria’s products and services and charged with bringing a holistic experience design and making it an intrinsic part of the company strategy and culture.

JOB CONTEXT 

• Relationships
• Investment Banking
• Wealth and Asset management
• Securities and Investor Services 
• eProcess
• Group Marketing and communications
• EDC affiliates
• Other

KEY RESPONSIBILITIES 

Marketing

• Development and implementation of the EDC Nigeria marketing strategy in line with business objectives. This includes preparation and management of approved budgets
• Management of all marketing activities sponsored by the marketing department for EDC Nigeria businesses - Securities, Custody, Wealth & Asset Management and Investment Banking. 
• Co-ordination and implementation of marketing, advertising, communication and/or promotional campaigns with sales activities

Customer Experience

• Responsibility for EDC Nigeria CX strategy and implementation.
• Responsibility and supervision of relationship between the businesses and all clients.
• Liaise with Sales, Operations, Technology, Portfolio Management and other teams to deliver in accordance with the overall customer experience strategy.
• Measure and track delivery ROI on identified transformation opportunities for CX as well as driving the strategy of a customer focused culture within EDC Nigeria.
• Preparation of weekly and monthly performance reports to business leadership.
• General oversight of daily activities of customer service representatives.
• General oversight for the review, management, and closure of all client complaints.

KNOWLEDGE, SKILLS & EXPERIENCE

Experience & Qualifications

• Bachelor’s degree
• Postgraduate degree in Business Administration, Marketing or Project Management will be an advantage
• At-least five years of relevant work experience. Management experience will be an advantage.

Skills, Capabilities & Direct attributes

• Demonstrate thought leadership and strategic thinking.
• Capable of managing multi-functional operational teams. 
• Excellent in written and verbal communication skills. Fluent in English. Ability to communicate in French will be an advantage
• Strong interpersonal, negotiation and organizational skills.