Marketing & Customer Experience Officer at Ukristo na Ufanisi Sacco Limited

Position Overview

This position reports to the Marketing and Business Development Manager. The successful candidate will play a key role in driving customer satisfaction, generating leads, and supporting marketing initiatives across the organization.

Key Responsibilities

• Respond to customer inquiries, resolve complaints, and manage accounts to ensure customer satisfaction
• Collect customer feedback through surveys and direct interactions to identify areas for improvement
• Proactively identify potential problems and work with internal departments to find solutions and ensure a positive customer journey
• Ensure a seamless and positive onboarding experience for new customers
• Identify and generate leads for sales teams through various channels, including online chats and in-person interactions
• Cross-sell products and services to existing and potential customers to help meet departmental targets
• Assist with creating marketing materials and content to enhance brand presence and engagement
• Track and analyze marketing campaign performance and use customer data to inform marketing and business strategies
• Handle customer communications, such as SMS reports and live chats, to enhance engagement

Required Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or related field
• 2–3 years' experience in marketing, sales, or customer experience engagement
• Strong communication, organizational, and analytical skills
• Proficiency in Microsoft Office

Key Attributes

• Creative, proactive, and detail-oriented
• Customer experience focus
• Excellent verbal and written communication skills
• Polite with a friendly attitude
• Team player and self-driven
• Strong troubleshooting and problem-solving skills with empathy for delivering excellent customer experience