Marketing & Communications Manager at La Fayette Microfinance Bank Limited, Advans Nigeria

• To strategically plan, coordinate and manage all marketing and communications related activities for the bank.
• Promote and sustain customer satisfaction, loyalty and retention through market research and surveys.
• Ensure positive market feedback and brand perception

Required profile

STRATEGIC MARKETING

•  Define the marketing mix per segment and provide data & insight to support business development strategy.
• Development of the annual marketing plan.
• Propose and monitor the validated marketing budget.
• Define and manage the customer journey across each product segment and propose adjustment based on the customer experience.
• Development and refinement of marketing goals, pricing strategies, promotional activities and branding in consultation with staff and clients.
• To build unique selling propositions and differentiators for the products and provide support to boost sales of each of the product in the market.

CUSTOMER SERVICE

• To deliver a customer experience that evokes a sense of ownership, acceptance and belonging for the target market
• Prepare report and continuous indicators for measuring customer service delivery to EXCO & branches and follow-up on the action plan
• Regular surveys, feedback sessions and events to measure levels of satisfaction or dissatisfaction of customers
• Monitor client retention rates and organize regular customer engagements
• Design, implement and monitoring of customer reward and loyalty schemes to sustain customer base and encourage referrals
• Ensure high quality customer service standard for the network Support survey design and programming in online survey tools.