GCB Bank welcomes Cynthia Ofori-Dwumfuo as Chief Marketing Communications and Customer Experience Officer
GCB Bank welcomes Cynthia E. Ofori-Dwumfuo as its Chief Marketing Communications and Customer Experience Officer, a new leadership role with a clear mandate to elevate brand relevance and customer experience across every channel by uniting customer experience, corporate affairs and marketing.
The appointment signals a step-up in investment, standards and accountability across marketing, communications and customer experience, with measurable goals for satisfaction, reputation, advocacy, engagement and product adoption. Grounded in 73 years of partnership with Ghana’s people and enterprises, the Bank is elevating its ambition as the country’s most supportive Bank.
GCB Bank’s Managing Director, Farihan Alhassan, said the move is central to the Bank’s next phase. “We want customers to be excited about their interactions with us and to feel the same GCB care wherever they meet us, on a phone, at an ATM or across the counter. We will Go Beyond to deliver that brand promise.”
He added that the Bank has unified marketing, communications and customer experience under one leadership, creating a sharper, more agile unit with end-to-end ownership of the brand and customer agenda under a Marketing Communications and Customer Experience function called MarCommX. “We are committing to clearer reputational service standards, faster turnaround times and a more consistent brand experience online and in-branch. This role enables our people, sets a clear customer-centric strategy, leads reputation and stakeholder communications, and embeds a culture that puts the customer first.” Mr. Alhassan said.
Near-term priorities aim to build on previous modernisation efforts with an elevated, Ghana-centric brand system and unified voice, proactive reputation management, clear product propositions and stakeholder engagement.
Ms. Ofori-Dwumfuo is a respected leader with international and pan-African experience in marketing communications, customer engagement and corporate affairs since 2007. She brings a track record of building influential brands, driving growth and fostering customer-focused cultures. She has been recognised as CIMG Marketing Practitioner of the Year, included in PRovoke Media’s Innovator 25 EMEA, named an EMEA Rising Star at Ogilvy, and listed among the Top 10 Women in PR Ghana and the 50 Most Influential Young Ghanaians. She has led award-winning campaigns and repositioned brands across multiple industries.
She is Board Chairperson of the Springboard Road Show Foundation, funded by the Mastercard Foundation, and a board member of Gold Money Market Fund (GMMF).
Most recently, she served as Group Head of Marketing, Corporate Affairs, and Customer Experience at multinational insurance group Hollard Ghana, where she was credited with building the insurer’s brand, elevating its market presence, and championing industry-leading initiatives.
Her earlier career includes senior roles at Ogilvy Ghana and West Africa, Global Media Alliance, and Now Available Africa, where she led high-profile accounts working across Africa and contributed to significant business growth. In the United States, she worked with Vox Global, a Washington DC public affairs consultancy, and at the American University Washington College of Law, with a previous stint working in the UK. As a consultant, she has worked with the World Bank’s CGAP, SupaCem (CBI Ghana) and Enterprise Computing Ltd, among others.
Under her leadership, her previous employers have earned recognition from respected industry institutions such as the Chartered Insurance Institute of Ghana (CIIG), the Chartered Institute of Marketing Ghana (CIMG), the Institute of Public Relations (IPR), Ghana, PRovoke Media, the Advertisers Association of Ghana, among others.
Ms. Ofori-Dwumfuo is an Accredited Public Relations Practitioner with the IPR, and a member of the CIMG. She has a Master’s in Professional Communication from Clemson University, USA (2012), and a Bachelor’s in Economics from Kwame Nkrumah University of Science and Technology (2007).
She is a recognised thought-leader and industry voice who teaches an IPR course, mentors young professionals and has published in respected international publications, including the Chartered Institute of Marketing (CIM) UK’s Catalyst magazine and the Business & Financial Times (B&FT), among others.
Reflecting on the role, Ms. Ofori-Dwumfuo said, “GCB is proudly Ghanaian and confidently modern. We will reflect that in a contemporary, digital bank experience and mirror the upbeat spirit of our stakeholders with bolder storytelling, simpler processes and quicker service. GCB is your Bank for Life.”
