About EmpowerBank Limited
EmpowerBank is a registered deposit-taking Micro Bank in terms of the Microfinance Act [Chapter 24:29] and is regulated by the Reserve Bank of Zimbabwe.
The organisation was formed to provide social and financial solutions to the financially excluded population, with greater focus on the youth.
EmpowerBank Digital Marketing & Customer Experience Officer Job 2026
An exciting opportunity for a Digital Marketing & Customer Experience Officer has arisen within the Business Department.
Job Title: Digital Marketing & Customer Experience Officer
Job Location: Harare, Zimbabwe
Closing Date: 23 September 2026
Work Format: Full Tim
The successful candidate will be expected to implement EmpowerBank’s digital marketing and customer experience activities for improved engagement and experience.
Job Summary
- Employer: EmpowerBank
- Job Type: Full-time
- Location: Harare, Zimbabwe
- Category: Marketing
- Closing Date: 2026-09-23
Key Responsibilities
- Implement approved customer experience and service improvement initiatives.
- Monitor customer journeys across physical and digital touchpoints.
- Coordinate customer feedback, surveys, complaints and service recovery.
- Maintain Voice of Customer information and identify customer experience trends.
- Monitor customer satisfaction, service quality and complaint resolution turnaround times.
- Recommend improvements to customer processes and service delivery.
- Support customer appreciation, retention, financial literacy and customer education initiatives.
- Implement approved digital marketing campaigns for Bank products, services and youth empowerment programmes.
- Manage approved social media and digital communication platforms.
- Develop and schedule social media posts, digital adverts, customer education content, website content and newsletters.
- Respond to digital customer enquiries and monitor online conversations.
- Coordinate photography, video and multimedia content.
- Support paid digital advertising and monitor campaign performance.
- Track digital reach, engagement, leads, conversions and other campaign metrics.
- Prepare periodic digital marketing performance reports.
- Attend and support Bank outreach programmes, exhibitions, roadshows, expos, fairs, financial literacy programmes and community activations.
- Represent EmpowerBank professionally at approved events and stakeholder engagements.
- Support customer mobilisation, product awareness and lead generation at events.
- Provide basic customer education on Bank products, services and digital channels.
- Assist with exhibition stand-up, branding and promotional activities.
- Capture leads, customer enquiries and market intelligence and ensure appropriate follow-up.
- Prepare post-event reports covering attendance, leads, enquiries and outcomes.
- Support implementation of approved brand activation programmes.
- Ensure customer-facing materials comply with EmpowerBank brand guidelines.
- Coordinate approved creative, media, printing, photography and digital suppliers.
- Liaise with branches, business units and external stakeholders on customer engagement activities.
- Support joint marketing and activation initiatives with approved strategic partners.
- Monitor customer experience and digital marketing KPIs.
- Track customer satisfaction, complaints, engagement, reach, leads and conversions.
- Prepare weekly/monthly reports and dashboards.
- Analyse customer and campaign data and recommend improvements.
- Monitor emerging digital marketing and customer experience trends.
- Ensure all activities comply with applicable RBZ requirements, Bank policies, brand guidelines, data protection and information security requirements.
- Maintain accurate records of customer engagement, campaigns and activations.
- Protect customer information and maintain confidentiality.
- Escalate regulatory, reputational and high-risk customer matters appropriately.
Requirements
- A Marketing Degree or equivalent.
- A professional qualification – IMM or CIM.
- A Digital Marketing Qualification.
- Experience in digital marketing and customer experience tools, e.g. Canva, HubSpot, Google Ads, Adobe Photoshop, ChatGPT, etc.
- Membership to a professional association, e.g. MAZ or CXAZ.
- Minimum three (3) years’ relevant experience in digital marketing, customer experience, marketing, communications, customer service or relationship management.
- Banking or financial services experience is an added advantage.
- Experience managing corporate social media platforms and digital campaigns.
- Experience in customer feedback, surveys and complaints management.
How to Apply
Apply by email: hr@empowerbank.co.zw
About the Company
EmpowerBank Limited is a dedicated microfinance institution operating across Zimbabwe, wholly owned by the Government through the Ministry of Youth, Sport, Arts and Recreation. Launched in June 2018 by President E.D. Mnangagwa, the bank was established to champion financial inclusion for previously underserved segments of the population. It primarily focuses on empowering Zimbabwean youth and women by providing accessible and affordable financial solutions. EmpowerBank aims to facilitate economic participation and growth, particularly for those who have historically faced barriers to traditional banking services. This commitment supports national development goals by fostering entrepreneurship and job creation within communities throughout Zimbabwe.
Empowering your dreams.
Frequently Asked Questions
What qualifications or certifications are typically required for a Digital Marketing & Customer Experience Officer role at Zimbabwean banks like EmpowerBank?
Most employers require a degree in Marketing, Business Studies, or Communications from a recognized Zimbabwean university such as UZ or MSU. Professional certifications in digital marketing from Google, HubSpot, or Facebook Blueprint are highly valued and often preferred. Practical experience with social media management tools and CRM systems is increasingly essential.
What are the typical day-to-day responsibilities in this role?
Daily tasks include managing social media campaigns, analyzing customer feedback data, coordinating with branches on service standards, and creating digital content for various platforms. You will also monitor website performance, handle customer complaints escalated online, and report on marketing metrics to senior management. Regular collaboration with IT and operations teams is common to ensure seamless digital experiences.
How does work culture and employer expectations differ in Zimbabwe's banking sector?
Zimbabwean banks typically expect formal professional attire, punctuality, and respect for hierarchical structures. Employers value loyalty and long-term commitment, with performance reviews often tied to both individual targets and team contributions. Networking and relationship-building with colleagues and clients are considered essential for success.
What career progression opportunities exist for someone in this role?
With strong performance, you can advance to Senior Digital Marketing Manager, Head of Customer Experience, or Marketing Director within three to five years. Some professionals transition into broader retail banking roles or fintech startups as the digital ecosystem grows. Continuous upskilling in data analytics and emerging technologies accelerates promotion prospects.
What benefits are typically offered for marketing roles in Zimbabwean banks?
Standard benefits usually include medical aid through providers like CIMAS or PSMAS, pension contributions, and annual leave of around 21 to 25 days. Some banks offer performance bonuses, staff loans at reduced rates, and funeral insurance cover. Benefits vary significantly by employer and seniority level.
How should I apply and what do Zimbabwean banks look for in candidates?
Apply through official bank websites, LinkedIn, or reputable local job portals like Classifieds.co.zw and joinzim.co.zw. Employers prioritize candidates with demonstrated results from previous campaigns, strong written communication skills, and adaptability to Zimbabwe's unique economic environment. Prepare for panel interviews and practical assessments such as creating sample content or analyzing case studies.
