Vice President, Customer Segment Management

What's Your Role?

Reporting to Customer Segment Management head under Consumer Financial Services Division, the role helps manage customer proposition development of Personal Banking and Premier Banking. The incumbent will conduct target customer and market studies, and develop best-in-class propositions that cater to different segment needs and that meet the Bank’s strategic directives. He/she will also design marketing campaigns that can help grow target customer and revenue growth. The person is responsible for meeting customer and revenue targets under the annual operating plan. Most imperatively, all programs should comply with Group and regulatory requirements, ensuring satisfactory audit results.

What you will be doing:

• Premier Private Client & Customer Life Cycle Management

• Formulate and implement high-net-worth segment strategies to lead proposition development, acquisition and related digital transformation initiatives.

• Collaborate with different stakeholders (HK & regional office – Marketing, Products, Legal, Compliance Sales and Distribution) to drive segment campaigns , identity potential partnership (concierge, life and wellness) and deliver best-in-class value proposition for high-net-worth segment.

• Formulate Customer Life Cycle management strategies to grow customer value (upgrade from Premier to Premier Private Client) and deepen wealth penetration.

• Oversee Workplace Banking to acquire quality payroll accounts for portfolio upgrade.

• Refine journey and process by incorporating Customer-Centric Strategy to enrich portfolio growth, optimize customer engagement & experience.

• Analyze customer portfolio and performance for regular management updates

• Understand market landscape, conduct competitor study, focus group and customer survey to ensure market competitiveness of our offerings.

• identify performance gap, develop and deploy training inputs to build strong sales functional competencies at all levels.

• Develop marketing campaigns for client engagement and deepening opportunities

What we are looking for:

• Minimum 10-15 years’ experience in Segment (affluent) management, Marketing, Products, Customer Experience or related experience.

• Bachelor Degree or above, preferably in Business Administration, Management, Marketing or finance related field.

• Deep understanding of segment strategy (affluent is preferred), customer experience principles, customer lifecycle management, customer journey mapping, and customer-centric design thinking methodologies.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders to champion customer-centric initiatives.

• Fluent in English / good at PowerPoint presentation is an advantage.

• Passion for delivering exceptional customer experiences and a customer-first mindset.

• Knowledge of regulatory compliance requirements in the banking industry is highly desirable.