Marketing and Customer Relationship Manager

 MARKETING AND CUSTOMER RELATIONSHIP MANAGER

Department: Business and Operations

Reporting to: Head of Business and Operations

Number of positions: 1

Job summary 

The Marketing and Relationship Manager is responsible for developing and implementing marketing strategies that drive business growth, strengthen the institution’s brand, and expand the customer base. The role focuses on building and maintaining strong, long-term relationships with clients, promoting bank products and services, enhancing customer satisfaction, and ensuring sustainable portfolio growth. The position also involves market research, business development, client retention, and coordination with internal teams to ensure high-quality service delivery in line with the institution’s goals of financial inclusion and profitability.

I. KEY ROLES AND RESPONSIBILITIES 

• Lead deposit mobilization and loan products promotion initiatives to grow the institution’s loan and savings portfolio.

• Design and coordinate client outreach programs, financial literacy campaigns, and community marketing activities.

• Monitor and improve customer experience standards, ensuring timely feedback, complaint resolution, and service quality.

• Collaborate with Credit, Operations, and Finance teams to align marketing activities with lending and risk policies.

• Track and analyze portfolio performance, customer retention, and acquisition trends and recommend corrective actions.

• Identify and develop strategic partnerships with cooperatives, SMEs, NGOs, government programs, and community groups.

• Ensure compliance with BNR regulations, consumer protection guidelines, and internal policies related to marketing and client engagement.

• Support the development, launch, and improvement of new Bank products and services based on customer needs and market trends.

• Prepare and submit monthly, quarterly, and annual reports on sales performance, market penetration, and relationship management activities.

• Supervise, coach, and evaluate marketing officers and relationship officers to enhance team performance and productivity.

• Manage the institution’s corporate image and external communications, including events, public relations, and stakeholder engagement.

• Promote digital financial services (mobile banking, agency banking, and digital onboarding) to increase outreach and efficiency.

• Ensure effective use of CRM systems and customer databases for decision-making and service improvement.

• Conduct regular client visits and field supervision to strengthen relationships and monitor service delivery.

• Contribute to the development of the institution’s strategic plan and annual business targets.

• Perform any other task assigned by the supervisor;

II. QUALIFICATIONS, SKILLS & EXPERIENCE

• Bachelor’s degree in Business Administration, Marketing, or a related field. Master’s degree is an added value; 

• 4 years plus relevant working experience in marketing, communications, and customer/relationship management, business development preferably within microfinance, banking, or financial services. 

• Prior experience supervising teams or managing client-relationship staff is often required. 

• Strong interpersonal and communication skills including negotiation, customer service, relationship-building etc.

• Ability to identify opportunities, cross-sell, understand client needs and drive growth.

• Ability to conduct market research, analyze customer and market data, monitor performance metrics, make data-driven decisions. 

• Planning, organizational and time management skills.

• Proficiency with office software such as MS Word, Excel, PowerPoint, CRM/data management systems, possibly familiarity with digital marketing tools or banking software.

• Customer-centric attitude, results-driven mindset, ability to work under pressure, adapts, and delivers timely results. 

• Fluency in Kinyarwanda and English is often required; knowledge of French may be preferred.