Cynthia Ofori-Dwumfuo joins GCB Bank as Chief Marketing Communications and Customer Experience Officer…. A strategic push for customer and brand elevation

GCB Bank has appointed Ms Cynthia E. Ofori-Dwumfuo as its Chief Marketing Communications and Customer Experience Officer, a newly created role aimed at elevating brand relevance and enhancing customer engagement across all platforms.

The Bank, in a statement, said the appointment marks a significant investment in strengthening marketing, communications and customer service standards, with clear performance indicators in customer satisfaction, reputation, advocacy, engagement and product adoption.

The Managing Director of GCB Bank, Mr Farihan Alhassan, described the role as central to the Bank’s next phase of growth. “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 stated.

He explained that the Bank had unified marketing, communications and customer experience under a single leadership structure known as 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 added.

Immediate priorities, according to the Bank, include building on modernisation efforts with a refreshed Ghana-focused brand system, proactive reputation management, stronger product propositions and deeper stakeholder engagement.

Ms Ofori-Dwumfuo brings nearly two decades of international and pan-African experience in marketing communications, customer engagement and corporate affairs. She has led award-winning campaigns, repositioned brands across diverse industries, and received recognition as CIMG Marketing Practitioner of the Year, among several other accolades.

Her professional background includes senior roles at Hollard Ghana, where she served as Group Head of Marketing, Corporate Affairs and Customer Experience, as well as earlier positions at Ogilvy Ghana and West Africa, Global Media Alliance and Now Available Africa. She has also worked with Vox Global in Washington DC, the American University Washington College of Law, and in the UK.

Beyond corporate leadership, she chairs the board of the Springboard Road Show Foundation, supported by the Mastercard Foundation, and serves on the board of the Gold Money Market Fund. She is also an Accredited Public Relations Practitioner with the Institute of Public Relations Ghana and a member of the Chartered Institute of Marketing Ghana.

Ms Ofori-Dwumfuo holds a Master’s degree in Professional Communication from Clemson University in the United States and a Bachelor’s degree in Economics from the Kwame Nkrumah University of Science and Technology. She is also recognised as a thought-leader who teaches, mentors young professionals and contributes to international industry publications.

Speaking on her new role, she expressed optimism about GCB Bank’s future. “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,” she said.