Data Analytics and CRM Manager

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of AVP - DACRM.

Principal responsibilities

• Define and shape digital messaging propositions across various legacy and new digital platforms—including, but not limited to, eDM, SMS, MMS, push notifications, and future channels/devices.
• Deliver best-in-class digital messaging, managing the process from initial scoping with business teams through to end-to-end development, post-implementation support, and campaign measurement and evaluation.
• Serve as a key member of cross-functional delivery teams, collaborating with business, analytics, and data teams with expertise in analysis, market understanding, design, optimization, technology, and testing.
• Ensure flawless execution of digital value-added messaging, providing operational insight and a pragmatic approach to the design, production, and deployment of messages at optimal levels.
• Collaborate with business stakeholders and perform hands-on analysis for campaign lead generation and tracking.
• Understand business needs and identify or share actionable insights derived from analytics work.
• Act as the SME to enhance Pega decisioning capabilities to support customer messaging and campaign execution, including decision strategies, arbitration, and next-best-action logic.
• Partner with business, analytics and technology teams to translate customer and commercial objectives into decision strategies, eligibility rules, prioritization, arbitration and contact policies.
• Support end-to-end delivery for decisioning changes, including UAT support, production validation, and post-release monitoring to ensure stable and accurate outcomes.

Requirements

• University degree in Statistics, Data and Information Management, Mathematics, Computer Science or other related discipline.
• Minimum 5 years' retail banking experience in information and data management.
• Strong self-motivation, organizational, multi-tasking, problem solving and influencing skills.
• Excellent communication skills, with the ability to engage effectively with business, operations, and technology teams.
• Solid understanding of digital messaging technology.
• Hands-on experience and knowledge in the end-to-end campaign development lifecycle as well as post implementation support and measurement.
• Hands-on experience with Pega Customer Decision Hub / Pega Decisioning (e.g., decision strategies, arbitration, NBA/NBO, engagement policies, and decisioning performance measurement) is strongly preferred.
• Knowledge and/or experience in Python, Big Query, Tableau, Pega is preferred.
• Detail-oriented and zero tolerance on quality/accuracy issues.
• Strong sense of ownership and servicing mind-set to ensure efficient and effective customer service delivery.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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.