Head of Experience & Service Centre

Responsibilities:

• End-to-End Centre Establishment & Operations

  • Support the identification and evaluation of a prime location for the Experience & Service Centre that aligns with our brand identity and target customer demographics.

  • Supervise Centre renovation, decoration design , and the development of immersive experience areas, ensuring all elements enhance customer interaction, operational efficiency, and data-informed results.

  • Formulate all-encompassing operational guidelines and benchmarks that define excellence in service delivery, safety protocols, and regulatory adherence.

• Marketing Strategy & Client Engagement

  • Lead and oversee offline marketing initiatives, encompassing brand building, in-centre promotions, and curated events to meet business objectives.

  • Manage a team of promotional staff to execute on-site activations and events, boosting brand visibility and customer participation.

  • Maintain and update marketing campaign timelines, while collaborating cross-functionally to ensure seamless multi-channel integration.

  • Manage client relationships to satisfy customer inquiries and provide information on market trends, investment opportunities, and related topics.

  • Supervise a team to deliver superior customer support, including general account assistance, mobile application usage guidance, and personalized help for on-site visitors.

  • Take full ownership in key performance indicators (KPIs) and optimizing operational processes of the centre.

• Team Leadership & Performance Management

  • Build, mentor, and manage a high-performance team including Centre Manager, Service Specialists, and support staff to sustain smooth daily centre operations.

  • Control the centre's budget, covering personnel costs, property expenses, equipment investments, and marketing expenditures.

Requrements:

• Bachelor’s degree in Business Administration, Marketing, or a related academic field.

• A minimum of 8 years of professional experience in branch management, retail customer experience, or marketing, with preference given to candidates from the banking or financial services sector.

• Demonstrated strong leadership abilities, strategic acumen, and project management expertise.

• Outstanding communication and interpersonal skills, paired with a commitment to delivering exceptional customer experiences.

• Data-driven approach with proven experience in analyzing key performance indicators (KPIs) and optimizing operational processes.

• Familiarity with Hong Kong’s banking regulatory framework and retail market environment is an advantage.