Assistant Customer Experience Officer – Digital Marketing at Co-operative Bank of Kenya in Nairobi, Kenya

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    Assistant Customer Experience Officer – Digital Marketing

    Co-operative Bank of KenyaNairobi, Kenya

    Posted

    2 days ago

    Apply by

    3 Sept

    Full Time
    On Site
    Entry
    Banking, Insurance & Financial Services
    Marketing & Communications

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    Job Description

    Reporting to the Marketing Officer, the role supports the development and implementation of digital marketing activities that enhance the Sacco's online visibility, engagement and reputation through creative digital campaigns, relevant content and data-driven communication initiatives. The role combines digital marketing execution with customer experience responsibilities, including managing digital channels, supporting campaigns, monitoring engagement, responding to customer enquiries and maintaining accurate records of customer interactions.

    Key Responsibilities

    • Support the development and execution of digital marketing campaigns across social media, Sacco website, email and other relevant platforms.
    • Manage the organisation's social media presence and monitor audience engagement and digital performance.
    • Design, prepare and publish digital content aligned with corporate messaging and branding guidelines.
    • Track campaign performance and support reporting on relevant digital marketing metrics and campaign return on investment.
    • Maintain and update website content to ensure that information remains current, relevant and functional.
    • Support events, public relations, awareness campaigns, feedback surveys and member education activities through digital channels.
    • Receive, log and respond to customer enquiries and complaints through telephone, email and other platforms.
    • Maintain accurate records of customer interactions and follow up outstanding matters to support timely resolution.
    • Escalate complex customer issues to the appropriate departments and track them through to closure.
    • Provide accurate information on products and services while maintaining customer service and confidentiality standards.

    Required Qualifications

    • A Diploma in Communications, a business-related field, or an equivalent qualification.
    • At least one 1 year of relevant experience in digital marketing, communications, customer experience or a related field.
    • Practical experience or demonstrated capability in digital marketing tools, including Google Analytics, Meta Ads and SEO.
    • Experience in digital content creation, writing and visual communication.
    • Familiarity with website content management systems such as WordPress, Drupal or similar platforms.
    • Experience supporting customer engagement through digital and other communication channels.
    • Strong communication and interpersonal skills.
    • Digital marketing and content creation capability.
    • Analytical ability and confidence in interpreting digital engagement data.
    • Customer service and relationship management skills.
    • Good report-writing and record-management skills.
    • Creativity, adaptability and effective time management.

    Job Details

    Job Function

    Marketing & Communications

    Minimum Experience

    1 years

    Education Level

    Diploma

    Area of Study

    Communications

    Field of Study

    Communications

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified candidates should visit the Co-operative Bank of Kenya careers page at www.co-opbank.co.ke to apply.

    Show Digital Marketing Proof Before You Walk Into the Interview

    This role blends digital marketing execution with customer experience, so the hiring team will be looking for evidence that you can run campaigns, read analytics, and handle customer queries with professionalism. Bring concrete examples of your work — not just claims.

    1. Build a mini portfolio: Compile 2-3 examples of digital content you've created or campaigns you've supported, even if from school or personal projects. Show what you did, the tools you used, and the results you saw.

    2. Get comfortable with Google Analytics: If you haven't used it, take a free online course to understand basic metrics like sessions, bounce rate, and conversions. Be ready to explain how you'd use these to improve a campaign.

    3. Know the Sacco sector: Research Co-operative Bank and the Sacco industry in Kenya. Understand their products, their customers, and how they use digital channels to engage members.

    4. Prepare for customer experience questions: Expect scenarios about handling complaints or difficult customers. Practice using the STAR method (Situation, Task, Action, Result) to structure your answers.

    5. Show your writing skills: Bring samples of your writing — blog posts, social media captions, or even emails. Make sure they are clear, engaging, and error-free.

    6. Understand SEO basics: Be ready to explain what SEO is and how you'd optimize a piece of content for search. Mention tools like Google Keyword Planner or Yoast if you've used them.

    7. Highlight your time management: This role juggles multiple tasks — campaigns, content, customer queries. Give examples of how you've managed competing priorities and met deadlines.

    8. Ask smart questions: Prepare questions about their current digital strategy, the tools they use, and how they measure success. This shows genuine interest and strategic thinking.

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    Tags

    digital marketing
    social media
    Google Analytics
    SEO
    content creation