1. Marketing and Branding:

• Develop marketing plans and strategies including advertising, communications, and brand positioning.
• Ensure LOLC’s brand message is strong and consistent across all channels and marketing efforts such as events, email campaigns, web pages and promotional materials.
• Build brand awareness and positioning.
• Coordinate with sales team to boost LOLC’s branding and promote the institution and its products and services.
• Actively involved in advertising, promotion, and public media relations

2. Digital Marketing:

• Develop overall digital marketing strategy.
• Plan and control the company's social media channels and company website.
• Monitor the primary marketing metrics to establish the effectiveness of online advertising
• Oversee digital campaign plans to ensure they are innovative, brand led and effective.
• Analysis of end-to-end consumer experience in different digital channels.

3. Customer Services:

• Develop customer service standards and guidelines.
• Create a culture and processes which achieve business goals and objectives with regards to better customer service.
• Identify new tools and technologies to better serve the customer.
• Drive better client satisfaction through improving service.
• Monitor customer service implementation at branch levels to ensure good customer services are provided to clients and minimize the client’s waiting time

4. Contact Center:

• Manage the day to day performance of the contact center team to deliver a best class services.
• Enhance the First Call Resolution to clients.
• Act as the Voice of the Customer across the company by summarizing and presenting the common clients’ issues to management for solutions.
• Prepare monthly complaint report and present to management.
• Act as focal person in dealing clients complaint to NBC

5. Research:

• Guide research team to conduct regular researches in order to learn about competitors’ product features, clients’ demand, and other external factors that may affect LOLC’s business.
• Conduct SWOT analysis for LOLC by analyzing the strategic position of LOLC compared to the industry.
• Manage the on-going monitoring and reporting of LOLC market share in the microfinance sector.
• Plan and implement market research and customer surveys to assess and evaluate demand, brand positioning and awareness of LOLC financial products and services.

• Master Degree/Bachelor Degree in Marketing, Business Administration, or related field.
• At least 5-year experiences in leading marketing and branding with financial institution.
• Strong branding and design concept.
• Sound Knowledge of customer service standard. 
• Strong interpersonal and communication skills with the ability to adjust with different types of audiences.
• Strong initiatives and attention to detail.
• Ability to use design software.
• Familiarity with emerging issues related to microfinance in Cambodia.
• Women and People with Disabilities are Encouraged to Apply