CX & Marketing Officer

About the role

The CX and Marketing Officer supports the implementation of EDC's marketing strategy by enhancing brand visibility, campaign effectiveness and client engagement, while also supporting customer experience initiatives that improve client satisfaction, retention and service quality. The role works closely with the Ecobank Ghana Marketing and Brand team and with internal teams and external partners.

Key responsibilities

• Plan and execute integrated marketing campaigns to increase brand visibility, generate leads and support business growth.
• Design marketing materials such as brochures, flyers, newsletters, social media content and videos.
• Manage digital marketing: content calendars, website updates, SEO, email marketing and paid media.
• Ensure marketing content complies with EDC and Ecobank brand and regulatory guidelines.
• Organize corporate events, product launches, webinars, client forums and investor education programs.
• Track and report marketing KPIs such as campaign ROI, engagement metrics and conversion rates.
• Collaborate with sales portfolio managers and manage relationships with vendors, agencies and media partners.
• Conduct competitor and market analysis and support brand reputation management through media monitoring and PR.
• Analyze client feedback, support onboarding, redemptions, complaints resolution and service recovery, and draft customer communications such as service notices, email bulletins and FAQs.
• Assist in customer journey mapping and touchpoint audits, prepare customer satisfaction reports, and promote service excellence through training.

Required profile

• Mandatory: GSE Securities Course Certification.
• Bachelor's degree in marketing, communications, business administration or a related field.
• Minimum 4 years' experience in marketing and CX, preferably in financial services or a regulated industry.
• Advantageous: event coordination, vendor management, leadership and team management experience.

Required skills

• Proficiency in digital marketing tools and platforms.
• Excellent written and verbal communication skills.
• Proactive, customer-centric, organized and able to present proposals to management.