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.rnrnThe 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.rnrnThis role combines content creation, social-media management, digital marketing, customer engagement, online reputation management and basic corporate communications.rnrnThe 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.rnrnKey ResponsibilitiesrnSocial-Media and Content ManagementrnrnThe officer will:rnrnManage the company’s approved presence on TikTok, Instagram, Facebook, YouTube, X and other relevant platforms.rnDevelop and maintain a weekly and monthly content calendar.rnCreate original content covering:rnAvailable routes and departure times.rnOnline booking procedures.rnPassenger travel information.rnCargo and logistics services.rnVehicle features and passenger comfort.rnTerminal facilities and locations.rnSafety and customer-care initiatives.rnPromotional offers and seasonal campaigns.rnBehind-the-scenes operational activities.rnCustomer testimonials and approved travel stories.rnProduce photographs, short-form videos, reels, graphics, captions and other digital materials.rnFilm and edit suitable content from terminals, vehicles and approved company activities.rnSchedule and publish accurate, management-approved content consistently.rnEnsure that all published material complies with company branding and communication standards.rnMaintain an organized digital library of approved photographs, videos, designs and campaign materials.rnDigital Marketing and Booking ConversionrnrnThe officer will:rnrnPlan and execute approved digital advertising and promotional campaigns.rnGenerate qualified passenger and cargo enquiries through digital channels.rnDirect prospective customers to approved booking and payment platforms.rnTrack leads from enquiry to completed booking where practicable.rnSupport customer-retention, reactivation and loyalty campaigns.rnPromote underperforming routes, new services and approved special offers.rnMonitor campaign expenditure, performance and return on investment.rnWork with the IT/Systems Officer to track digital traffic, conversions and campaign-generated revenue.rnPrepare weekly and monthly reports covering reach, engagement, enquiries, bookings, conversions and campaign performance.rnCustomer Engagement and Online EnquiriesrnrnThe officer will:rnrnMonitor and respond promptly to enquiries received through social media, WhatsApp Business, website chat and other approved channels.rnProvide accurate information about routes, fares, terminals, departure times, booking procedures and cargo services.rnGuide customers through approved booking channels without independently collecting or diverting payments.rnEscalate payment failures, booking disputes, refunds and technical problems to the appropriate department.rnMaintain professional, respectful and consistent communication with customers.rnRecord complaints and feedback in the approved CRM or complaint-management system.rnFollow up internally to ensure that customer issues are properly assigned and addressed.rnSupport customer-service teams during major service disruptions or high-volume travel periods.rnBrand and Reputation ManagementrnrnThe officer will:rnrnMonitor comments, reviews, mentions and public discussions concerning the company.rnRespond to routine comments and reviews in accordance with approved guidelines.rnEscalate serious complaints, accidents, allegations, legal issues and reputational threats immediately.rnAssist with approved public notices, travel updates, service announcements and customer advisories.rnEnsure that outdated fares, routes, telephone numbers and service information are corrected promptly.rnMonitor competitor activities and emerging transport-marketing trends.rnRecommend practical ways to improve the company’s public image and customer experience.rnWebsite and Internal CoordinationrnrnThe officer will:rnrnPrepare and update approved website content, including routes, promotions, service descriptions and customer information.rnLiaise with the IT/Systems Officer on technical website updates, analytics, account security and platform integrations.rnObtain accurate service information and content from terminals, operations, cargo, fleet and customer-service teams.rnSupport the preparation of internal announcements, recruitment notices and approved corporate communications.rnCarry out other related marketing, content and customer-engagement duties assigned by management.rnAuthority LimitationsrnrnThe officer must not independently:rnrnChange or announce fares, schedules or company policies.rnApprove refunds, discounts, compensation or complimentary travel.rnMake public statements concerning accidents, legal disputes, security incidents or sensitive company matters.rnPublish unverified customer allegations or confidential operational information.rnShare company passwords or grant unauthorized access to digital accounts.rnReceive customer payments through personal bank accounts, telephone numbers or payment channels.rnEngage influencers, vendors or advertising providers without approval.rnDelete serious complaints or negative reviews merely to conceal them.rnrnAll sensitive communications must receive the appropriate management approval.

Application Deadline: 18 September 2026