Openings

The Marketing & Customer Care Officer is an important role within the Bank responsible for assist with the creation of the Bank’s marketing and advertising campaigns, as well as assist with monitoring the Bank’s Quality Service Standards to ensure consistent delivery of high-quality service throughout the organization is systematically maintained in an effort to meet or exceed our customers’ expectations. The incumbent will combine creativity, analytical skills, and a customer-focused approach to marketing initiatives, coordinating customer care activities, and ensuring alignment with the Bank’s strategic goals as directed.

Core Responsibilities

• Contributes to the design of visually appealing graphics for marketing campaigns, social media platforms, and internal communications.
• Develops promotional materials, such as brochures, flyers, and digital assets, ensuring alignment with the Bank's branding guidelines.
• Assists with the management of the Bank's social media presence by creating and curating content, scheduling posts, and monitoring engagement.
• Assists with the development and execution of social media strategies to increase brand awareness and customer engagement.
• Assists in planning, coordinating, and executing marketing campaigns to support the Bank’s business goals.
• Monitors and reports on the effectiveness of marketing initiatives using key performance indicators (KPIs).
• Provide support to the Branches to ensure superior service delivery and swift resolution of customer inquiries and complaints.
• Monitor customer feedback channels and ensure issues are escalated and addressed promptly.
• Collaborate with departments to design initiatives that improve customer satisfaction and loyalty.
• Conduct surveys and analyze feedback to identify trends and areas for improvement in customer experience.
• Conduct and support the evaluation of customer service representatives and other customer facing staff as directed by the Senior Manager marketing & Public Relations & Customer Care
• Analyze data to measure campaign performance, customer satisfaction, and service efficiency.
• Prepare detailed reports and presentations for senior management with actionable recommendations.
• Initiating and managing the gathering of customer feedback.
• Assisting with the identification of key customer issues to reduce/eliminate as appropriate.
• Support the action plans to address customer feedback.
• Assist as directed to quarterly to assigned branches to ensure that Branch personnel maintain a professional image as defined within the Customer Service Standards Document, at all times.
• Assist as directed quarterly visits to assigned branches to ensure presentation, appearance, and the standard of services are maintained according to the image defined by the Bank.
• Support and participate in the ongoing activities, including preparation for trade shows, In-House advertising campaigns, special event planning and special project implementation.
• Support and participate in various aspects of Bank functions – AGM, Retreat, Customer Appreciation Days/Week Auto Shows, etc. under the direct supervision of the Senior Manager Marketing
• Participate in Quarterly Branch visits to ensure presentation, appearance, and the standard of services are maintained according to the image defined by the Bank.
• Select and recommend for approval all marketing paraphernalia and giveaway items.
• Support the decorated for all holiday and bank events;- Christmas, Independence, Branch and Department of the Year, Customer Appreciation Week, etc.

• Bachelor’s degree in Marketing, Communications, Business Administration, or a related field.
• At least 2-3 years of experience in marketing, customer service, or a related role.
• Experience in the banking or financial services industry is preferred.
• Proficiency in Microsoft Office Suite and customer relationship management (CRM) systems (is a plus)

The incumbent must have proficient knowledge in the following areas:

• Graphic Design: Knowledgeable in tools such as Adobe Photoshop, Illustrator, Canva, or similar software.
• Communication Skills: Excellent verbal and written communication skills, including creative writing and speech writing.
• Social Media Proficiency: Strong knowledge of social media platforms, trends, and analytics tools.
• Analytical Skills: Ability to analyze data, identify trends, and make informed decisions.
• Customer Service Expertise: Proven experience in delivering exceptional customer service and handling escalated issues.
• Creative Thinking: A creative mindset with the ability to think outside the box and generate innovative ideas.
• Project Management: Strong organizational and time-management skills to handle multiple projects simultaneously.

Commonwealth Bank is a Great place to work! We offer an exciting work environment with opportunities for growth and development. We also offer a competitive compensation package, reflecting the successful applicant’s work experience, skills and qualifications. including a performance-based incentive plan, health, vision, dental and life insurance, and a pension plan.