Manager, Customer Proposition and Experience - Segment Management & Marketing

Position Summary

Assist the Section Head to drive value propositions and customer experience for key segments such as Upper Affluent, Affluent, Emerging Affluent. Enhance customer privileges and positioning of the ey segments through strategic partnerships. Through customer feedback to turn data into actionable insights and enable data-driven decision which embed customer experience in day-to-day operation and management routine. The role also supports Section Head on industrial recognition for PBD and SMD from all aspects but not limited by award pitching activities

Responsibilities

• To use CX and behavioral insights, combined with partnership impact, to identify revenue opportunities, cross-sell potential and retention improvement across segments
• Assist the department to enhance business and sales performance by channel and campaign, customer movement across key segments, recommend customer experience strategy to achieve business target
• To build customer journey and strategy for acquisition, cross-selling, service upgrades, as well as customer engagement and retention, according to each key segment’s defined value proposition by analysing customer behaviour and needs
• Map and visualize end-to-end processes to highlight bottlenecks and failure points
• Lead partnership negotiation from a CX perspective to create differentiated privileges and experiences tailored to priority segments (eg. Upper Affluent and Affluent), ensuring they are fully embedded in journeys
• To ensure all procedures are in compliance with all policies, rules, guidelines, requirements prescribed by regulators as well as the Bank
• Integrate customer satisfaction survey result, customer feedbacks and behavioural data to identify journey pain points and service gaps, then links these insights to existing customer journeys and new or enhanced privileges for each segment
• To assist the department to develop value propositions for key segments based on the data and identified pain points
• To propose differentiating privileges according to segment needs
• To closely monitor change of market landscapes and customers’ needs to refresh and enrich value propositions
• To assist all kinds of industrial recognition activities included but not limited to award pitching from coordination with external and internal parties to getting material approval from relevant parties
• To maintain good relationship with key stakeholders for effective project deliverables
• To comply with all applicable regulations, rules, codes, guidelines and standards set by regulators and the Bank, and carry out duties with high integrity
• To adhere to all established risk control guidelines, procedures and measures to identify, assess, report, mitigate and monitor the risks involved in the day-to-day work

Requirements

• University graduate, preferably major in Business Administration, Marketing, Finance or related discipline
• Preferably over 8 years of experience in banking sector
• Proven track record in partner/ event management, marketing campaign management, customer segmentation, product management or sales management
• Familiar with banking products and operations/ service enhancement, and with drive to strive for success
• Proactive, innovative and good organizing and problem solving skills with strong sense of customer centricity
• Excellent communication and presentation skills with good command of both spoken and written English and Chinese