Senior Manager, Reward+
Central, Hong Kong Island, HK
GCB 4
We are currently seeking a high calibre professional to join our team as a Senior Manager, Reward+.
In this role you will:
- Loyalty Product Lead:
- Set a clear product vision and multi-year strategy for the loyalty programme, aligned to business outcomes (acquisition, engagement, retention, CLV).
- Shape the programme value proposition, target segments and benefits framework, ensuring clear differentiation in-market.
- Use app analytics, behavioural signals and customer feedback to design personalised journeys and dynamic offers (right customer, right reward, right time).
- Establish success metrics and governance (OKRs, KPI tree, test-and-learn cadence) to keep the programme on track.
- Own the end-to-end product roadmap:
- Lead features from ideation and discovery through development, launch, iteration and retirement. This includes defining requirements, coordinating launches and ensuring on-time delivery.
- Prioritise the roadmap using customer value, commercial impact, risk/compliance, and delivery effort; maintain a transparent backlog.
- Monitor market trends, competitor moves and customer behaviour to identify innovation and differentiation opportunities.
- Track product performance, generate insights, and drive optimisation through experimentation (e.g., A/B testing, cohort analysis) and data-driven iteration.
- Manage omnichannel and ecosystem elements:
- Ensure a seamless experience across HSBC-owned channels and partner touchpoints, with consistent earn/burn and servicing journeys
- Collaborate and coordinate cross-functionally (eg. Digital, Tech, Data, Marketing, Ops, Risk/Compliance, Legal, Finance) and with vendors to deliver reliably at scale.
- Manage partner and vendor performance (SLAs, commercials, operational processes, incident management, reporting).
- Identify and build strategic alliances with brands/retailers/tech providers to expand reach and create incremental value for customers and HSBC.
- Data driven optimization and insight:
- Conduct market research to identify trends and opportunities in digital rewards and loyalty mechanics.
- Leverage technology for predictive modelling (propensity, churn risk, next-best-action) and personalised recommendations.
- Produce clear, actionable recommendations for stakeholders, linking insights to roadmap changes and measurable outcome.
To be successful you will need:
- Bachelor’s degree in IT, Business, Technology, or a related discipline (or equivalent practical experience).
- 10+ years’ experience in product development, with strong exposure to digital rewards, loyalty programmes, or adjacent propositions (e.g., payments, offers, partnerships, consumer apps.
- Excellent organizational skills and ability to manage multiple projects simultaneously,
- Proven Agile delivery capability (Scrum/Kanban), including backlog management, writing requirements (epics/user stories), and coordinating cross-functional delivery.
- Solid project/programme management skills, including dependency management, risk/issue tracking, and launch readiness.
- Strong stakeholder management: able to build and maintain trusted relationships across Product, Technology, Data, Marketing, Operations, Finance, Legal and Risk/Compliance.
- Strong communication and interpersonal skills.
- Comfortable working in a fast-paced, dynamic environment, adapting plans based on data, customer feedback and changing priorities.
Opening up a world of opportunity
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.
https://www.youtube.com/embed/QmZ7Un5gR8c?si=LCa6slfBqlUlxUE-