Marketing Manager at DCB Bank

We are currently seeking qualified candidate to fill the role of Marketing Manager. The successful candidate will be responsible to deliver outstanding service quality to new, existing and returning (dormant) customers and be in charge of developing and ensuring compliance to customer service guidelines and policies.

Responsibilities:

• Managing the development and implementation of customer service excellence strategy.
• Working with stakeholders to identify problems, review procedures, improve efficiency and quality of service provision.
• Maintaining active relationships with customers and provide excellent services that meet customers expectation.
• Improving various communication messages and media employed by the bank (e.g. Website, FAQ, print adverts, public relations pieces etc.
• Responding in a timely manner to emerging needs of customers and take active steps to solve them.
• Measuring service performance standards on a regular basis.
• Ensuring regularly analysis of customer complaints and the results are fed back into the strategy process.
• Developing and producing monthly, quarterly and annual performance.
• Undertaking customer surveys in order to establish satisfaction levels.

Qualifications and Experience:

• Bachelor’s degree from a recognized institution.
• 5 years of relevant experience in a financial institution.
• Excellent verbal, written, presentation and negotiation skills.