Manager, Customer Lifecycle Management
2 weeks ago
**Some careers have more impact than others.**
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.
We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of **Manager, Customer Lifecycle Management** **working together with colleagues to define, manage and achieve divisional business targets.
**Principal Responsibilities**:
- Support the development & execution of Customer Life Cycle Management strategy for MYH WPB, along with oversight and monitoring of initiative commercialization and achievement of Global performance metrics.
- Work closely with WPB wider teams with key stakeholders including but not limited to D&A, CRM, Marketing, Customer Propositions, Products and Channels. Formulate CLCM strategic roadmap to facilitate delivery of WPB business priorities and FRP.
- Design and embed a globally consistent CLCM and Engagement Model in markets to ensure CLCM foundations and objectives are met. This includes:
- Definition and alignment of the CLCM framework including the key customer activities and goals across the different stages of the customer lifecycle (Acquisition, Activation, Relationship, Retention)
- Design of real time data-led customer engagement strategies in markets - moving from campaign based to customer need/life event/next best action approach to engagement across our front and back book customer base
- Deliver CLCM plans and activities using the Global 5C and Primacy model to continuously drive improvements in attrition across segments, increase customer value through primacy and product penetration growth, and increase reactivation rate to drive active customer growth ambition.
- Design and implement globally consistent cross functional governance for CLCM and Engagement (including Proposition and Product teams, D&A, Channels, Marketing) to enable the delivery and prioritisation of customer first engagement strategies
- Act as a MYH CLCM SME, and be a main counterpart working with global CLCM team, to deploy global led strategies & initiative.
- Collaborate with 4 life stage pod champions, and accountable for delivering material improvement across CLCM metrics per FRP commitment.
- Be ambitious about providing the highest standards of delivery and embedding the CLCM culture in the business.
Requirements
**Requirements**:
- Excellent relationship building and senior stakeholder management skills.
- Culturally sensitive and understanding of local customer needs.
- Work closely with all In-House Providers and Third Parties for development and delivery with the pivot to digital/mobile.
- Comprehensive knowledge of Customer processes and streamlining capabilities.
- Deep grasp of global practices and standards.
- Excellent project management skills.
- Strong process engineering skills.
- Able to operate effectively in a complex matrix driven environment, where parameters change rapidly.
- Able to influence, engage and lead in a positive and inspiring manner.
**You’ll achieve more when you join HSBC**
**Issued by HSBC Bank Malaysia Berhad
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