To actively moderate, monitor & manage reputational risk across the Banks Social Media platforms. To explore product/sales opportunities & assists with fulfilment of such opportunities including Adoption and retaining clients at risk of attrition. To actively engage clients coming through priority queue and resolves general queries and Executive complaints coming through social media Priority queue. To own & resolve any queries or complaints including high risk nature complaints on social media.

Job Responsibilities

• Develop and implement marketing programmes that target specific channels to promote the brand product offerings.
• Responsible for planning, implementing, managing and monitoring Stanbic IBTC’s brand across all available channels in order to increase awareness, sales and customer retention.
• Identify opportunities to improve the digital platform processes, documentation, templates and outputs in line with business requirements.
• Co-ordinate social content across multiple social communities and teams across all our business units.
• Collect customer data and analyse interaction and visits, and use this information to create comprehensive reports and improve future marketing strategies and campaigns.
• Coordinate the interaction between the stakeholders responsible for sub-projects of a Digital Marketing campaign.
• Translate approved digital media strategies into feasible digital marketing plans and activities and coordinate the implementation thereof within a multi-functional team.

Qualifications

• University Degree

Experience 

• 1-2 years experience in brand management and customer engagement on social media platforms. Exposure to Salesforce. Experience in business writing.
• 2-4 years experience in Client experience Management. Experience in dealing with customer queries and complaints within a financial institution.

Behavioural Competencies:

• Articulating Information
• Checking Things
• Convincing People
• Developing Expertise
• Directing People
• Establishing Rapport
• Examining Information
• Following Procedures
• Making Decisions
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Active Listening
• Difficult Calls Management
• Query Resolution
• Telephone Caller Handling
• Verbal Communication