Head of Retail Propositions & Customer Life Cycle Management

Customer Propositions and Management

We are currently seeking a high caliber professional to join our department as Head of Retail Propositions & Customer Life Cycle Management

Principal Responsibilities

• Oversee the Customer Propositions team in developing and driving differentiated customer propositions including emerging affluent, young, students, working mass and Mainland Chinese segments with unique anchors on wealth and banking solutions, synergising advanced digital capabilities and digital servicing channels to deliver quality client experience and establish the Bank’s competitive advantages
• Develop digital-led customer acquisition and growth strategies to cost-effectively acquire new-to-bank customers, upgrade quality customers and reactivate inactive customers to accelerate the Mass Retail customer base growth and client continuum.
• Design best-in-class Customer Life Cycle management strategies and initiatives for mass retail and overall WPB base including account necessities activation, onboarding journeys, relationship growth for new-to-bank and existing customers to manage portfolio quality, increase product penetrations and maximize revenue per customer.
• Collaborate with different business units to drive marketing programs to enhance the product penetration and profitability of different segments
• Liaise with related departments, channels and branches to ensure the propositions are properly delivered to customers, both on sales and services
• Continuously develop innovative ways to achieve synergy across different segments and develop programs that can achieve multiple business objectives to maximize the cost-effectiveness and returns of investments while maintaining the budget in control
• Ensure that all relevant control measures are undertaken to minimize the risk exposure of the Bank

Requirements

• University degree in Banking, Finance or related discipline
• Minimum 15 years of working experience in the banking/financial or related industries with focus on Propositions management, customer acquisitions and customer portfolio management
• Proven work experience to lead omni channel customer contact and/or customer experience; experience in building the necessary platform an asset
• A forward-looking leader with innovative thinking and demonstrated ability to lead change
• Ability to lead and build an initiative from scratch and to handle high level of ambiguity
• Excellent influencing skill in dealing with executive and senior level management and strong leadership across functional teams to drive improvement
• Strong knowledge with banking customer interaction channels for both retail and commercial customers including branches, contact centre, digital platforms, Relationship Manager. 
• Sound decision making and capable to work under pressure
• Open to change with ability to influence, engage and lead positively and in an inspiring manner