Customer Relations Officer (Digital Marketing)

About the role

A licensed deposit-taking SACCO headquartered in Nairobi, with a network of FOSA branches across Kenya, is recruiting a Customer Relations Officer (Digital Marketing) within its Business Development, Marketing & Communication Department. The officer plans and runs digital marketing, member engagement, lead generation, campaign management and digital content, using analytics to improve member acquisition, conversion and product uptake while keeping the Society's brand, data protection and regulatory standards.

Key responsibilities

• Support the digital marketing strategy, prepare annual and monthly plans, content calendars and campaign schedules, and coordinate campaigns for membership, savings, credit and FOSA products
• Generate qualified membership and product enquiries, manage digital funnels and work with FOSA, Credit, branches and Customer Service on lead management
• Manage approved social media platforms, develop digital content, update the website and coordinate graphic design, photography and video
• Run product awareness and financial literacy campaigns, support cross-selling and member engagement
• Monitor social media, website and campaign analytics, maintain dashboards and reports, and recommend improvements
• Ensure brand compliance, protect member data, obtain campaign approvals and escalate complaints and reputational concerns
• Prepare weekly and monthly digital marketing reports and keep campaign documentation

Required profile

• Bachelor's degree in Marketing, Digital Marketing, Business Administration, Communications, Public Relations, Commerce or a related field
• At least 3 years of experience in digital marketing, marketing communications, social media management or digital customer engagement
• Experience managing digital campaigns and interpreting digital analytics
• Advantage: certification in digital marketing, Google Analytics, Meta Advertising, SEO/SEM, CRM, or experience in a SACCO, bank, insurance, fintech or regulated financial services organisation

Required skills

• Digital marketing strategy, campaign planning and social media management
• Digital advertising, content marketing, website content management and SEO/SEM awareness
• Lead generation, funnel management and conversion optimisation
• Digital analytics, dashboard development and reporting
• Basic graphic design and video content coordination