Customer Engagement & Marketing Manager at Urwego Bank PLC: (Deadline 26 August 2022)

Customer Engagement & Marketing Manager at Urwego Bank PLC: (Deadline 26 August 2022)

Customer Engagement & Marketing Manager.

JOB SUMMARY

The role holder will have the principal responsibility for managing the marketing and customer care services activities of the Urwego product range to ensure that the business remains competitive while achieving its stated income and targets. The role holder will also remain responsible for the management of the Urwego Agent Banking network, Call Centre and Grant Projects.

This will be achieved by reviewing, recommending, and marketing new product developments and, enhancements to the existing product set. Through an understanding of the Urwego competitive position for each product category and sector of the market, the role holder will make recommendations in respect of appropriate product pricing, positioning and market potential.

The role holder will be responsible for the design and delivery of the aggregated Brand and Marketing Plans to support the achievement of the objectives in overall.

The role holder will also oversee the utilized projects supported by grants used at their maximization. While providing all necessary support to her/his team in order to provide excellent services to clients, staff and other stakeholders.

RESPONSIBILITIES

Marketing and Brand Management, Agent Development Management, Grant Projects and Partnership Management, Customer Care, LM&E Management, and Unit Budget Management

Spiritual Integration and Christian Witness

1.Ensure a personal, healthy spiritual balance within family, work, and church life through the adoption of biblical personal and spiritual disciplines; and

2.Conduct daily work, make decisions, and help Urwego Bank make decisions in a way that witnesses to the presence, power, and love of Jesus and the reality of his Kingdom on earth.

Marketing Management and Planning:

1.Work closely with Marketing, LM&E Officer to ensure all marketing activities such as branding, radio adverts, TV ads, web site and other social media platforms are utilized to their maximization, in addition to listening, monitoring and evaluation activities done on timely;

2.Own all marketing production activity of customer facing marketing material, including TV, radio and print advertising, branch brochures, posters and web site content;

3.Work in partnership with HOPE marketing team on brand ideation and development phase;

4.Effective cost management and control of the grants and Marketing activities budget Advise;

Agent Banking: 

1.Oversee agent banking development by driving agent banking service adoption for staff and clients through sensitization, share innovative ideas from performing well branches on mHose and implement similar ideas to other branches and utilize the social media platforms in order to maximize the mHose and agent usage. Agent recruitment, training and branding and provide direct support when needed.

Grant Projects:

1.Manage Grant Projects: work closely with involved teams by overseeing the project, primarily through project compliance management system, including documenting and monitoring the use of project funding proceeds, monitoring, coordinating the deliverable targets and coordinating the preparation of and submitting the reports to stakeholders in a timely manner while keeping a good relationship with the grant program managers and local organizational partners (CARE, HOPE & Compassion)

2.Oversee and provide support from time to time with other projects recommended by management including providing the necessary reports per project requirements on timely manner for instance RBF project.

Partnership:

1.Oversee development partnership group formation, and assess group ability for a loan from the bank through HOPE and Compassion church partnership and advise accordingly to branch managers.

People Management:

1.Build and develop a high performing team through embedding performance development and coaching. Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.

2.Manage unit staff attendance levels, including approval of leave. Compile monthly absence data (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc.), and submit to HR for record keeping.

3.Ensure that team members own and manage customer queries and complaints. Act as the escalation point for their unresolved queries and complaints.

4.Motivate staff and ensure they are recognized through the Urwego recognition procedures.

5.Create an empowering environment for team members, encouraging individual ownership and initiative.

Customer Care Services:

Call Centre:

1.Ensure Call Centre operators are fully equipped in handling calls. This include but not limited to receiving training sessions on the call center equipment and systems and all processes and procedures required to handle calls, and providing all operators with appropriate information

2.Work closely with Call Centre Supervisor to forecasting the likely growth in calls and ensure call center has the capacity to handle calls as the volume of calls increases.

3.To ensure the necessary equipment are in place, and participate in recruiting, training additional operators if necessary

LM&E:

1.Review staff and customer satisfaction surveys to identify operation, product/service issues. Gather action plans from the concerned parties and implement changes to address such issues.

2.Advise on how to improve the quality and appropriateness of financial services and non-financial services through staff and clients’ satisfaction survey assessment on clients’ needs and recommend it to Urwego’s Business and management teams when the need necessitates of that

3.Any other assignment assigned by your direct supervisor or the CEO

QUALIFICATIONS

Essential

• A comprehensive knowledge of Urwego marketing strategies and policies;
• A good understanding of grant management, grant search and applying/donor relations;
• A good understanding of legislation related to financial services advertising and communication;
• A good understanding of listening, monitoring and evaluation;
• First degree in Marketing, Commerce, business Administration or Banking;
• At least three years’ experience in sales or finance marketing environment;
• Strong project management skills;
• Strong written and oral communication Microsoft skills in Excel, Word, PowerPoint, Google docs and experience with other Microsoft Office Suite products.

PREFERRED

• MBA;
• Project Management qualification

How to apply

Interested and eligible applicants should submit the following documents to [email protected] not later than 26th August 2022 at 5pm. Send the documents as one folder and in the subject line, fill in the position of Customer Engagement and Marketing Manager.

Required documents

• Motivation letter explaining your suitability for the position,
• Curriculum vitae with 2 referee names,
• Notarized Academic Documents and certificates.
• Recommendation from your Church.
• Statement of Faith.
• Criminal Record Form
• National ID.

Only Shortlisted candidates shall be contacted for the interview.

Done at Kigali on 12th August 2022.

For and on behalf of Urwego Bank plc

Director Corporate Services