Marketing Manager

Background

DCB Commercial Bank Plc is a fully-fledged retail and commercial bank in Tanzania. The bank offers banking services to Individuals, Microfinance, Small to Medium sized Businesses (MSME), as well as large corporate clients. DCB Bank has a wide branch network of over 9 branches, over 700 DCB Wakala Agents, and over 280 Umoja switch ATMs serving over 3 million customers across the country.

We are currently seeking a qualified candidate to fill the role of Marketing Manager. The successful candidate will be responsible for delivering outstanding service quality to new, existing, and returning (dormant) customers and will be in charge of developing and ensuring compliance with customer service guidelines and policies.

Responsibilities:

• Managing the development and implementation of customer service excellence strategy.
• Working with stakeholders to identify problems, review procedures, improve efficiency and quality of service provision.
• Maintaining active relationships with customers and providing excellent services that meet customer expectations.
• Improving various communication messages and media employed by the bank (e.g., Website, FAQ, print adverts, public relations pieces, etc.). Responding in a timely manner to emerging needs of customers and taking active steps to solve them.
• Measuring service performance standards on a regular basis.
• Ensuring regular analysis of customer complaints and that the results are fed back into the strategy process.
• Developing and producing monthly, quarterly, and annual performance reports.
• Undertaking customer surveys in order to establish satisfaction levels.

Qualifications and Experience

• Bachelor’s degree from a recognized institution.
• 5 years of relevant experience in a financial institution.
• Excellent verbal, written, presentation, and negotiation skills.

If you believe you are the right candidate for this position, kindly submit your application with a detailed CV, photocopies of academic certificates, and names of three referees with their contacts, quoting reference number DCB/RB/MM-03/2025 on the subject of the email. To be considered, your application MUST be submitted through recruitment@dcb.co.tz not later than 19th March 2025. Hard copy applications will not be accepted.