DIGITAL MARKETING, CONTENT & CUSTOMER ENGAGEMENT OFFICER

DIGITAL MARKETING, CONTENT & CUSTOMER ENGAGEMENT OFFICER

E.Ekesons Transport Company Limited seeks a creative, commercially minded and customer-focused Digital Marketing, Content & Customer Engagement Officer. The successful candidate will manage the company’s digital presence, create engaging content, promote passenger and cargo services, respond to online enquiries and convert digital engagement into measurable bookings and revenue. This role combines content creation, social-media management, digital marketing, customer engagement, online reputation management and basic corporate communications. The position is not merely about gaining followers. The officer must produce accurate, relevant and commercially effective content that strengthens the E.Ekesons brand and generates passenger bookings, cargo enquiries and customer loyalty.

Key Responsibilities

• Social-Media and Content Management The officer will:

• Manage the company’s approved presence on TikTok, Instagram, Facebook, YouTube, X and other relevant platforms.

• Develop and maintain a weekly and monthly content calendar. Create original content covering:

• Available routes and departure times.

• Online booking procedures.

• Passenger travel information.

• Cargo and logistics services.

• Vehicle features and passenger comfort.

• Terminal facilities and locations.

• Safety and customer-care initiatives.

• Promotional offers and seasonal campaigns.

• Behind-the-scenes operational activities.

• Customer testimonials and approved travel stories.

• Produce photographs, short-form videos, reels, graphics, captions and other digital materials.

• Film and edit suitable content from terminals, vehicles and approved company activities.

• Schedule and publish accurate, management-approved content consistently.

• Ensure that all published material complies with company branding and communication standards.

• Maintain an organized digital library of approved photographs, videos, designs and campaign materials.

• Digital Marketing and Booking Conversion The officer will:

• Plan and execute approved digital advertising and promotional campaigns.

• Generate qualified passenger and cargo enquiries through digital channels.

• Direct prospective customers to approved booking and payment platforms.

• Track leads from enquiry to completed booking where practicable.

• Support customer-retention, reactivation and loyalty campaigns.

• Promote underperforming routes, new services and approved special offers.

• Monitor campaign expenditure, performance and return on investment.

• Work with the IT/Systems Officer to track digital traffic, conversions and campaign-generated revenue.

• Prepare weekly and monthly reports covering reach, engagement, enquiries, bookings, conversions and campaign performance.

• Customer Engagement and Online Enquiries The officer will:

• Monitor and respond promptly to enquiries received through social media, WhatsApp Business, website chat and other approved channels.

• Provide accurate information about routes, fares, terminals, departure times, booking procedures and cargo services.

• Guide customers through approved booking channels without independently collecting or diverting payments.

• Escalate payment failures, booking disputes, refunds and technical problems to the appropriate department.

• Maintain professional, respectful and consistent communication with customers.

• Record complaints and feedback in the approved CRM or complaint-management system.

• Follow up internally to ensure that customer issues are properly assigned and addressed.

• Support customer-service teams during major service disruptions or high-volume travel periods.

• Brand and Reputation Management The officer will:

• Monitor comments, reviews, mentions and public discussions concerning the company.

• Respond to routine comments and reviews in accordance with approved guidelines.

• Escalate serious complaints, accidents, allegations, legal issues and reputational threats immediately.

• Assist with approved public notices, travel updates, service announcements and customer advisories.

• Ensure that outdated fares, routes, telephone numbers and service information are corrected promptly.

• Monitor competitor activities and emerging transport-marketing trends.

• Recommend practical ways to improve the company’s public image and customer experience.

• Website and Internal Coordination The officer will:

• Prepare and update approved website content, including routes, promotions, service descriptions and customer information.

• Liaise with the IT/Systems Officer on technical website updates, analytics, account security and platform integrations.

• Obtain accurate service information and content from terminals, operations, cargo, fleet and customer-service teams.

• Support the preparation of internal announcements, recruitment notices and approved corporate communications.

• Carry out other related marketing, content and customer-engagement duties assigned by management.

• Authority Limitations The officer must not independently:

• Change or announce fares, schedules or company policies.

• Approve refunds, discounts, compensation or complimentary travel.

• Make public statements concerning accidents, legal disputes, security incidents or sensitive company matters.

• Publish unverified customer allegations or confidential operational information.

• Share company passwords or grant unauthorized access to digital accounts.

• Receive customer payments through personal bank accounts, telephone numbers or payment channels.

• Engage influencers, vendors or advertising providers without approval.

• Delete serious complaints or negative reviews merely to conceal them.

• All sensitive communications must receive the appropriate management approval.