Personal Banking & CRM Manager

Open positions:1

Global Career Band: 5IC

Why join us?

The PB&CRM team is the acquisition and customer engagement engine for the bank. We play a pivotal role in spearheading digital proposition to grow the mass retail segment, designing cutting-edge customer solutions to enable seamless onboarding and effective account management, maximizing customer engagement leveraging on Messaging, Customer Lifecycle Management (CLCM) and CRM capabilities.

In Messaging and CRM, we champion the development of strategic messaging capabilities, channel management and expansion, CRM E2E process optimisation, industralise for increased productivity, build new CRM capabilities for enhanced customer communication and experience to accelerate the delivery of personalized engagement at scale.

The Opportunity:

The Personal Banking and CRM Manager will support CLCM and product Lifecycle Management (LCM) oversight, CRM demand management, and Innovation projects to maximise customer engagement and scale business growth.

What you’ll do:

• Customer Lifecycle Management (CLCM) and product Lifecycle Management (LCM) oversight

Support CLCM across channels/ products in AMH WPB with a primary focus on customer activation and relationship deepening, driving customers from perfect onboarding to grow along vintage to become engaged customers and use HSBC as main bank.

• CRM demand management

Support CRM demand management to ensure business demand prioritisation is based on strategic intent to maximize CLCM impact

Socialise the performance results and share best practices with product teams for continuous optimisation

• Innovation projects

Support the delivery of innovation projects such as GenAI PWS chatbot capability, etc.

• Customer outcomes:

Create exceptional value for customers by elevating personalised messaging to support customer needs along the wealth building journey.

What you will need to succeed in the role:

• Excellent understanding of wealth and personal banking products on top of digital commercialisation, with strong business focus in customer propositions and segmentation
• Possesses relevant retail banking experience at project/product owner level preferred
• Understanding of Hong Kong retail banking market and mainland China strategic market
• Hands on experience in managing projects of high complexity, with strong planning, organization, problem-solving skills and attentiveness to details
• Strong commercial acumen - ability to link data to business and customer outcomes
• Great sense of ownership; excellent relationship building and senior stakeholder management skills including an ability to operate in a complex, matrix driven environment

What additional skills will be good to have?

• Experience in delivering products / solutions using AI / GenAI capabilities

Link to FAQs:

https://hsbchrdirect.service-now.com/esc?id=kb_article&sys_id=b56197688334b6d06ed11a547daad371&spa=1

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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 HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)