Job Description
Job Description
An our exciting opportunity for a Digital Marketing & Customer Experience Officer has arisen with in our Business Department. The successful candidate shall be expected to implement EmpowerBank’s digital marketing and customer experience activities for improved engagement and experience.
Duties and Responsibilities
Customer Experience & Engagement
• Implement approved customer experience and service improvement initiatives.
• Monitor customer journeys across physical and digital touchpoints.
• Coordinate customer feedback, surveys, complaints and service recovery.
• Maintain Voice of Customer information and identify customer experience trends.
• Monitor customer satisfaction, service quality and complaint resolution turnaround times.
• Recommend improvements to customer processes and service delivery.
• Support customer appreciation, retention, financial literacy and customer education initiatives.
Digital Marketing & Content
• Implement approved digital marketing campaigns for Bank products, services and youth empowerment programmes.
• Manage approved social media and digital communication platforms.
• Develop and schedule social media posts, digital adverts, customer education content, website content and newsletters.
• Respond to digital customer enquiries and monitor online conversations.
• Coordinate photography, video and multimedia content.
• Support paid digital advertising and monitor campaign performance.
• Track digital reach, engagement, leads, conversions and other campaign metrics.
• Prepare periodic digital marketing performance reports.
Outreach, Exhibitions & Activations
• Attend and support Bank outreach programmes, exhibitions, roadshows, expos, fairs, financial literacy programmes and community
activations.
• Represent EmpowerBank professionally at approved events and stakeholder engagements.
• Support customer mobilisation, product awareness and lead generation at events.
• Provide basic customer education on Bank products, services and digital channels.
• Assist with exhibition stand-up, branding and promotional activities.
• Capture leads, customer enquiries and market intelligence and ensure appropriate follow-up.
• Prepare post-event reports covering attendance, leads, enquiries and outcomes.
Brand & Stakeholder Coordination
• Support implementation of approved brand activation programmes.
• Ensure customer-facing materials comply with EmpowerBank brand guidelines.
• Coordinate approved creative, media, printing, photography and digital suppliers.
• Liaise with branches, business units and external stakeholders on customer engagement activities.
• Support joint marketing and activation initiatives with approved strategic partners.
Analytics, Reporting & Continuous Improvement
• Monitor customer experience and digital marketing KPIs.
• Track customer satisfaction, complaints, engagement, reach, leads and conversions.
• Prepare weekly/monthly reports and dashboards.
• Analyse customer and campaign data and recommend improvements.
• Monitor emerging digital marketing and customer experience trends.
Compliance & Governance
• Ensure all activities comply with applicable RBZ requirements, Bank policies, brand guidelines, data protection and information security
requirements.
• Maintain accurate records of customer engagement, campaigns and activations.
• Protect customer information and maintain confidentiality.
• Escalate regulatory, reputational and high-risk customer matters appropriately.
Qualifications and Experience
• Marketing Degree or equivalent
• Professional qualification – IMM or CIM
• Digital Marketing Qualification
• Experience in digital marketing and customer experience tools e.g. Canva, Hubsot , GoogleAds Adobe Photoshop , ChatGPT e.tc
• Membership to a professional association e.g MAZ or CXAZ
• Minimum three (3) years’ relevant experience in digital marketing, customer experience, marketing, communications, customer service or
relationship management.
• Banking or financial services experience is an added advantage.
• Experience managing corporate social media platforms and digital campaigns.
• Experience in customer feedback, surveys and complaints management.
The incumbent must demonstrate practical, hands-on competence in:
• Canva – creation of social media graphics, digital adverts, flyers, presentations and customer education materials.
• ChatGPT and Generative AI tools – content ideation, drafting, research assistance, analysis, productivity and campaign development, subject
to Bank confidentiality and approved AI-use requirements.
• Social media and digital marketing platforms – content scheduling, publishing, monitoring and engagement.
• Meta Business Suite and Google Ads.
• Google Analytics and digital marketing analytics.
• CRM and customer engagement systems.
• Microsoft Word, Excel and PowerPoint.
• Website/content management systems.
• Basic photography, video and multimedia content coordination.
• Digital reporting, dashboards and data interpretation.
• Customer experience and feedback management.
• Exhibition, roadshow and event activation coordination.
How to Apply
All applications addressed to hr@empowerbank.co.zw must be received no later than the 23rd September 2026 clearly showing the position being applied for under the subject matter. Copies of academic and professional qualifications must be attached as a single file and accompany the application letter