2 years of experience in customer service, communications, or related roles. Please refer to the job advert for further information.
Marketing Communications Executive
Role Overview
We are seeking a proactive and detail-oriented Customer Experience Specialist to join our Marketing team. This role is responsible for overseeing and managing customer communications, ensuring consistency in messaging, and driving programs through effective push notifications and other communication channels. The ideal candidate will have strong communication skills, a passion for customer-centric solutions, and the ability to coordinate across teams to deliver an excellent customer experience.
Key Responsibilities
Communications Strategy & Execution
- Develop and deliver engaging customer communications across multiple channels, including push notifications, in-app messages, emails, and service announcements.
- Ensure that all communications are on-brand, customer-centric, and aligned with both marketing campaigns and service updates.
- Complaint-handling and escalation protocols, ensuring consistent, empathetic responses.
- Act as a key point of contact for managing KOKO’s external communications, ensuring consistent and positive brand representation across customers, merchants, and partners and other relevant stakeholders.
- Support the planning and execution of PR initiatives related to product launches, campaigns, service updates, and key milestones at KOKO.
- Monitor customer sentiment and public feedback across platforms to identify potential PR risks and opportunities for brand trust-building.
Liaison Between Teams
- Work closely with the Customer Experience and Marketing, Commercial and Legal teams to understand customer needs, challenges, and feedback.
- Translate operational/service updates into clear and effective customer-facing messages.
- Collaborate with Marketing to align communication with broader brand and campaign strategies.
Knowledge Sharing & Policy Development
- Support the Customer Service team with communication guidelines, FAQs, and response frameworks.
- Conduct knowledge sharing sessions on communication tone, messaging updates, and new campaigns to ensure consistency across all customer touchpoints.
- Standards for tone, frequency, and channels for internal and external communications
Push Notifications & Engagement
- Manage the planning, scheduling, and delivery of push notifications to drive engagement and retention.
- Monitor performance metrics, analyze customer responses, and provide insights to improve future communication.
Continuous Improvement
- Gather customer feedback on communication effectiveness and adjust strategies accordingly.
- Recommend improvements in communication channels, templates, and workflows for stronger customer impact.
Qualifications & Skills
- Bachelor’s degree in Business, Communications, Marketing, or related field.
- 2 years of experience in customer service, communications, or related roles.
- Excellent verbal and written communication skills (multilingual abilities are a plus).
- Strong organizational skills with the ability to manage multiple priorities.
- Proficiency in CRM tools, customer communication platforms, and MS Office Suite.
- A customer-first mindset with problem-solving and critical-thinking abilities.
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