Co-operative Bank of Kenya Assistant Customer Experience Officer – Digital Marketing Jobs in Kenya


Co-operative Bank of Kenya Assistant Customer Experience Officer – Digital Marketing Jobs in Kenya; Reporting to the Marketing Officer, this role supports the development and implementation of digital marketing activities that enhance the Sacco’s online visibility, engagement and reputation. It combines digital marketing execution with customer experience responsibilities, including managing digital channels, supporting campaigns, monitoring engagement, responding to customer enquiries and maintaining accurate records.

Performance Expectations

  • Increased visibility and engagement across digital platforms.

  • Timely development and publication of relevant, high‑quality content.

  • Effective execution and monitoring of digital campaigns.

  • Accurate tracking and reporting of engagement and ROI.

  • Timely and professional handling of customer enquiries and complaints.

  • Effective follow‑up, escalation and closure of customer issues.

  • Accurate maintenance of customer interaction and marketing records.

  • Consistent adherence to communication, branding and confidentiality standards.

    Key Responsibilities

  • Support development and execution of digital campaigns across social media, website, email and other platforms.

  • Manage social media presence and monitor engagement.

  • Design, prepare and publish digital content aligned with branding guidelines.

  • Track campaign performance and support reporting on metrics and ROI.

  • Maintain and update website content to ensure relevance and functionality.

  • Support events, PR, awareness campaigns, surveys and member education via digital channels.

  • Receive, log and respond to customer enquiries and complaints.

  • Maintain accurate records of customer interactions and follow up outstanding matters.

  • Escalate complex customer issues and track them to
    closure.

  • Provide accurate product and service information while maintaining confidentiality.

  • Support performance management processes and documentation.

  • Assist in organizing staff training, meetings and HR‑related activities.

    Minimum Qualifications & Experience

  • Diploma in Communications, Business or related field.

  • At least 1 year of experience in digital marketing, communications or customer experience.

  • Practical knowledge of Google Analytics, Meta Ads and SEO.

  • Experience in digital content creation, writing and visual communication.

  • Familiarity with CMS platforms such as WordPress or Drupal.

  • Experience supporting customer engagement through digital channels.

    Key Competencies

  • Strong communication and interpersonal skills.

  • Digital marketing and content creation capability.

  • Analytical ability and confidence in interpreting engagement data.

  • Customer service and relationship management skills.

  • Good report‑writing and record‑management skills.

  • Creativity, adaptability and effective time management.

    How to apply

    For more information and job application details, see; Co-operative Bank of Kenya Assistant Customer Experience Officer – Digital Marketing Jobs in Kenya

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