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Assistant Manager, Customer Lifecyle Management

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia HSBC Full time

  • Job description

Some careers open more doors than others.
If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.

Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.


Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world's largest global wealth managers with USD1.4 trillion in assets.

Across Asia, where wealth pools are growing faster than in any other region, HSBC's wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion.

Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals.

We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers' needs.


Principal Responsibilities:

This role's primary focus areas are:

  • In this role, you'll have an opportunity to work closely with various stakeholders mainly from product, data & analytics, compliance, digital, marketing to identify opportunities that will drive user growth and retention.
  • Provide tangible SME input to execute the materials for Customer Life cycle, Engagement and Primary banking strategy, by using customer insights, outside in view and external benchmarks, research data, digital/mobile origination design, analysis of current state, customer pain points and how future solutions are going to address those;
  • Contribute and evidence material improvement in customer inactivity, engagement and primary banking with the focus on priority segments, by cocreating with regional and global to build tailored strategies locally;
  • Contribute in developing and implementing customer lifecycle management strategies and journey to improve customer engagement and drive business growth.
  • Work closely with internal stakeholders to obtain customer insights with the objectives to build effective marketing campaigns.
  • Provide insightful analysis from customer data to identify trends and opportunities and establishing targeting and customer segments strategies
  • Track, monitor and deliver campaigns performance to ensure KPI and objectives are met.

Key responsibilities include:
-
Strategic: Drive the implementation of Customer Life Cycle management and Engagement strategy. Provide material input to digital/mobile originations, supported by rich insights and data and leverage propositions and products' knowledge of their customer portfolios and the requirements of individual segments.
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CLCM and Engagement community: Be the main contributor to the community of deep knowledge and expertise of WPB customer portfolio, all customer interactions, channels and pain points. Champion the engagement and primacy mind-set and continuously contribute to the evaluation of the engagement opportunities across our customer portfolio, identifying target areas and priority segments.
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Customer Engagement and Inactivity, Primary banking:Be the main driver for the material improvement to customer inactivity and engagement, and as a result to customer experiences by working closely with marketing, DMES Ops and D&A in creating use cases in delivering a data driven insightful and intuitive communication and messaging to the customers. Track and report appropriate measurements, metrics and KPIs to identify success.
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Digital and Mobile skills: The role holder will have the knowledge and/or experience in digital and mobile given the focus on driving the engagement across our customer base. This is also critical skills as the incumbent will be working closely with DMES Ops teams. Role holder will be working very closely with D&A team to ensure the development of customer capabilities such as Comms Hub / Project NBA is data and digital led.
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Stakeholder Management:This is a multi-layered and multifaceted requirement. There are Local, Regional and Group Stakeholders at all levels of engagement and interaction.
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Governance: Responsible for participation, oversight, input and interpretation of all relevant governance within the Customer and International scope.
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Analytics:Work closely with the Data and Analytics Team, having data analytics as integral part of the CLCM and Engagement strategy and projects.
Requirements

  • Bachelor's degree above, major in business or marketing is preferred.
  • Minimum 5 years of marketing or business management experience, experience or knowledge with financial industry is preferred.
  • Fluent English (day to day work language is a mix of English and Mandarin).
  • Energetic, positive attitu