Head of Marketing, Communications, Customer Experience and Sustainability

Are you an innovative marketing leader with a passion for transforming customer experiences in the banking industry?Join our executive team as Head of Marketing, Communications, Customer Experience and Sustainability to drive our strategic vision, elevate our brand presence, and lead cutting-edge marketing initiatives that shape the future of banking. You'll lead a high-performing team while working closely with senior leadership to ensure alignment with our overall business goals. This is your opportunity to make a significant impact in a rapidly evolving industry and help shape the next generation of our banking services.

Ready to lead the change?Apply today and be part of a visionary team committed to excellence and innovation!Role OverviewThe Head of Marketing, Communications, Customer Experience, and Sustainability is a pivotal leadership role in the bank, focusing on enhancing brand positioning, improving communication with key stakeholders and ensuring a culture of customer obsession across the bank whilst advancing sustainability objectives. The position requires strategic oversight of marketing and communication efforts to strengthen stakeholder engagement and increase brand equity.

Furthermore, this leader will drive customer-centric strategies to optimize client journeys and champion Environmental, Social, and Governance (ESG) practices aligned with global standards. Reporting directly to the CEO, the incumbent will ensure alignment with the bank's mission and business goals while leading purpose-driven innovation. Focus AreasMarketing and Communications: Develop and execute strategic marketing strategies aimed at increasing brand visibility, generating leads, and expanding market share. Be the custodian of our Brand policy (ensure no breach in the usage of the bank`s VI etc) whilst ensuring a consistent, cohesive messaging across all communication platforms.

Serve as the brand's spokesperson and guarantee uniform messaging across various platforms, such as press releases, social media, and reports for stakeholders. Implement digital marketing campaigns to ensure online presence, and performance analysis to guarantee optimal return on investment (ROI). Design and Develop cost effective initiatives/campaigns. Conduct market intelligence research to uncover customer requirements, industry trends, and competitive positioning. Develop and implement communication strategies for both internal and external audiences that support corporate goals. Cultivate and sustain connections with media, influencers, and other communication outlets. Lead on preparation of internal or external events (Townhalls, Customer events, Webinars).

Ensure effective vendor management in line with all the bank’s policies and compliance standards. Manage and monitor the bank’s website to ensure all information is up to date. SustainabilityDevelop and implement the Bank’s sustainability strategy that are in line with relevant environmental, social, and governance (ESG) standards for the sector. Ensure alignment of the Bank’s sustainability strategy and KPI’s with the shareholders sustainability strategyPromote diversity and inclusion in alignment with the bank's commitment to serving the community. Foster innovation and collaborations to promote sustainable business practices and minimize environmental effects.

Lead on community involvement, environmental projects, and charitable activities, ensuring measurable results and alignment with corporate objectives. Track progress toward environmental, social, and governance (ESG) targets, ensuring compliance with international standards and transparently conveying accomplishments. Develop collaborations with non-profits, governmental bodies, and community groups while actively involving employees and leadership in CSR initiatives. Promote involvement in volunteer and awareness initiatives, embedding CSR into the workplace culture to boost morale and enhance the company’s Brand. Customer Experience: Promote customer centric strategies and initiatives to improve the overall customer journey and experience.

Utilize data-driven insights, customer feedback, and industry best practices to execute and assess customer experience enhancements. Cultivate a mindset of customer dedication/obsession throughout the organization by aligning teams with common objectives. Develop and implement frameworks for effective complaint management and resolution to continuously improve the customer experience. Seamlessly integrate multiple touchpoints linked to the customer journey, such as the customer relationship hub, to track, reduce complaints, and enhance overall satisfaction. Nurture a culture centered around customer satisfaction by placing customer needs at the forefront of every decision, action, and interaction throughout the organization.

Encourage employees to become advocates for customers, guaranteeing that each team member is focused on providing outstanding experience, resolving issues, and anticipating customer requirements. Promote collaboration across departments, ensuring that all areas—from product development to support to marketing—unite with a common goal of delighting customers. Drive regular customer surveys to continuously improve processes, products, and services, making customer insights an integral part of the innovation process. Essential Educational and / or Training Qualifications & Certificates: Bachelor’s degree in marketing, Business Administration, Communications, or a related field/Master’s degree preferred.

Preferred Experience and Knowledge 10 years’ experience, in senior marketing, communications, or customer experience roles, with exposure to sustainability practices. Demonstrated success in implementing transformative initiatives across diverse functions. Knowledge of ESG reporting standards and sustainability practices. Strong track record in developing impactful CSR programs and partnership. Proven track record in driving brand growth, marketing effectiveness and customer engagement strategies in a complex and fast-paced environment. Necessary Technical / Functional SkillsRisk and Compliance Management. Strategic Planning, Vision and Project Management. Leadership. Communication and Negotiation. Analytical Skills. Relationship Building/Management. Innovative Mindset. Incomplete applications will be automatically disqualified. Closing date:

5th September 2025Management reserves the right not to make any appointment following this advertisement.