Openings

JOB SUMMARY

The Assistant Manager, Marketing & Customer Care, is responsible for developing, managing, and executing marketing strategies that enhance the Bank’s brand reputation, customer engagement, and public relations efforts. This role supports the Senior Manager in overseeing marketing campaigns, public relations initiatives, social media engagement, and corporate communications. The ideal candidate will possess strong graphic design skills, analytical abilities, customer service experience, and excellent communication skills, including creative and speech writing expertise.

SPECIFIC ACCOUNTABILITIES

MARKETING AND ADVERTISING

• Manage all aspects of print, production, receipt and distribution of cost effective, high quality collaterals - brochures, programmes and other printed materials
• Manage overall media relations to achieve frequent, timely and positive media coverage for the Bank and its programmes across all available media.
•  Manage work with graphic designers and the associated management on all design aspects of in-house ads, annual reports, annual calendar, and overall image of all marketing paraphernalia.
• Manage in the development and execution of strategic marketing campaigns to promote the Bank’s products and services.
•  Create and design visually appealing marketing materials, including digital content, brochures, advertisements, and social media graphics.
• Ensure brand consistency across all communication platforms and marketing materials.
•  Coordinate and support the implementation of marketing strategies to drive customer acquisition and retention.
• Oversee the review of display paraphernalia in all Branches to ensure information is correct, updated as necessary, and strategically displayed.
• Oversees the daily/weekly/monthly/annual department and Bank calendars of campaign events.
•  Ensures the proper  management of agency partners.
•  Manages the  department billing for timely payment.
•  Ensures the proper management of  schedules for television, radio, and newspaper advertising.
•  Management of  a proper inventory tracking report of “giveaways” for ongoing business promotions.
•  Manage the arrangement of photo shoots for special events, awards ceremonies, cheque presentations, 

SOCIAL MEDIA & DIGITAL MARKETING

• Manage the Bank’s social media presence, including content creation, scheduling, and community engagement.
•  Develop social media strategies to increase brand awareness and customer interaction.
•  Track and analyze social media performance, adjusting strategies based on engagement metrics.
•  Manage digital advertising campaigns to maximize online visibility.
•  Ensure proper controls are in place for authorized Bank personnel for posting and updating the collateral used on various social media platforms e.g. LinkendIn
  

PUBLIC RELATIONS & CORPORATE COMMUNICATIONS

• Develop and manage public relations strategies to enhance the Bank’s corporate image.
• Draft press releases, corporate announcements, speeches, and talking points for executive leadership
•  Represent the Bank by being a spokesperson at various functions upon approval.
•  Build and maintain relationships with media outlets, journalists, and key stakeholders.
• Monitor media coverage and public sentiment to identify opportunities and risks.
• Ensure all public-facing communications align with the Bank’s values and strategic objectives.

CREATIVE & SPEECH WRITING

• Produce high-quality creative content for marketing materials, newsletters, and internal communications.
• Write executive speeches and presentations to support corporate initiatives.
• Develop compelling storytelling strategies to enhance the Bank’s brand messaging.

CUSTOMER CARE

• In conjunction with the Senior Manager Marketing, Public Relations & Customer Care, assist with identifying strategies to reduce/eliminate key customer issues and enforce as appropriate.
• Ensuring that Branch personnel maintain a professional image as defined within the Customer Service Standards Document, at all times.
•  Support customer service activities in conjunction with the Senior Manager.
• Support Branch Management teams in developing plans to improve service quality and customer satisfaction levels.

STRATEGIC ANALYSIS & PLANNING

• Conduct market research and competitive analysis to identify industry trends and opportunities.
• Track key marketing performance indicators (KPIs) and provide insights to improve campaign effectiveness
• Collaborate with internal teams to ensure marketing efforts align with the Bank’s business objectives.

PERIODIC DUTIES

• Work in tandem with the Senior Manager, Marketing with ongoing activities, including preparation for trade shows, In-House advertising campaigns, special event planning, and special project implementation.
•  Support the completion of PowerPoint presentations for special events – Retreat, AGM, etc.
•  Support the organization of various aspects of Bank functions – AGM, Retreat, Customer Appreciation Days/Week Auto Shows, etc. under the direct supervision of the Senior Manager Marketing.
• Conduct Quarterly Branch visits to ensure presentation, appearance, and the standard of services are maintained according to the image defined by the Bank and present reports of findings to the VP Marketing & Business Development.
•  Manage advertising and Marketing Costs within Budget.
• In conjunction with the Senior Manager support the evaluation of timely adjustment of marketing strategies and plans.
• Select and recommend for approval all marketing paraphernalia and giveaway items.
• Manage the publication of all deposit rates, dividend notices, financial statements, and relevant press releases are published in accordance with Central Bank guidelines.
• Ensure that all Branches and Departments are fully decorated for all holiday and bank events;- Christmas, Independence, Branch and Department of the Year, Customer Appreciation Week, etc.
• Manage the ad agency to draft script, select location, identify talent, etc. to produce television and radio      commercials for review by the Senior Manager.
• Ensure that statement messages for DDA and Credit Cards are updated to reflect current advertising tagline.
• Ensure the timely completion and submission of Quarterly Self Assessment and Department Variance Analysis for approval by the Senior Manager.

POLICY AND PROCEDURES

• Recommend to the Senior Manager new procedures and changes to improve operations of the unit and improve customer service.
• Once approved, responsible for implementation of new procedures and ensuring subordinates are made aware and understand new procedures.
• The Manager Marketing, Public Relations will perform and assume any other duties/responsibilities as assigned by the Senior Manager Marketing, Public Relations & Customer Care.

COMMITTEES AND FOCUS GROUPS

• It is expected that the incumbent will serve on various special projects, committees and Focus Groups as directed by the Senior Manager Marketing, Public Relations & Customer Care

INTERNAL PRACTICES AND PROCESSES

• This position must be completely knowledgeable of the Bank’s Corporate Governance techniques and practices as well as the required board interfaces associated with marketing activities and the Bank’s Code of Conduct. Through this awareness the incumbent must;
  • Ensure that you are knowledgeable of and comply with the Bank’s Code of Conduct, Security Policies as outlined in its Security Policy Manual, established policies, procedures and processes and regulatory guidelines, including the Bank’s Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT) and Know Your Customer (KYC) requirements.

OTHER
Any other duties as required by the Sr. Manager, Marketing & Customer Care

• Bachelor’s degree in Marketing, Public Relations, Communications, Business Administration, or a related field.
• 2-3 years of experience in marketing, public relations, or a related role, preferably in the banking or financial services industry.
• Proficiency in Microsoft Office Suite and marketing analytics tools.
• Experience in event planning, corporate sponsorships, and brand management is an asset.
• Graphic Design: Proficiency in Adobe Photoshop, Illustrator, Canva, or similar design tools.
• Public Relations & Media Management: Strong experience in media relations and crisis communication.
• Social Media Coordination: Expertise in managing social media platforms and digital marketing campaigns.
• Communication Skills: Excellent verbal and written communication skills, including creative and speech writing.
• Customer Service Background: Strong understanding of customer engagement and service excellence.
• Analytical Thinking: Ability to analyze market data and adjust marketing strategies accordingly.
• Project Management: Strong organizational skills with the ability to manage multiple projects simultaneously.

Commonwealth Bank is a Great place to work!

We offer an exciting work environment for growth and development. We also offer a competitive compensation package, reflecting the successful applicant's experience and qualifications, including a performance- based incentive plan, health, vision, dental and life insurances and a pension plan.