Senior Customer Life Cycle Management Manager - International Wealth and Premier Banking

We are currently seeking a high calibre professional to join our team as a Senior CLCM Manager. 

In this role you will:

• Contribute to CLCM / CRM Strategy by driving the implementation of Customer Life Cycle management and Engagement / CRM strategy. You wll be working with market CLCM teams to design and deliver data driven and need based multi-channel CRM routines to support the IWPB objectives of turbocharging affluent growth and deepening wealth penetration
• Become a CLCM Market Partner by being the single point of contact for market CLCM teams, available to address market queries, providing strategic stewardship & best practice sharing on CLCM / CRM strategy & routines, and alignment on reports
• Build the CLCM Operating Model through designing & delivering the CLCM operating model covering monthly performance check ins and the management and quality assurance of end-end market COP / CLCM target setting process
• Work closely with the Data and Analytics Team to shape the design and development of CLCM KPIs and additional analytical models supporting the delivery of CLCM strategies
• Grow your leadership capability to support ambitious Customer engagement and growth plans (in particular Affluent customer growth) and be true Customer Growth champion 
• Manage and collaborate with stakeholders across Segments, Channels, Products, Marketing, D&A, and Risk 

To be successful you will need:

• Extensive experience in customer portfolio performance and CLCM performance management in digital/mobile, Product and Propositional Development or Customer centric led roles, with leading Retail Banks
• In-depth knowledge of experience in setting customer portfolio performance metrics, measurement, tracking and metric management methodology including their drivers and lagging and leading indicators
• Outstanding track record of stakeholder management, leadership and development of people across multiple markets
• Proven track record in influencing stakeholders to act, change course, create and execute action plan in light of performance records
• Demonstrated track record in Diversity and Inclusion
• Evidence of strong results orientation and performance management success
• Experience in both developing and developed markets
• Proven track record in working in multi-function projects
• Experience of identifying and successfully integrating propositional nuance and design

Opening up a world of opportunity
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Issued by The Hongkong and Shanghai Banking Corporation Limited.

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