Senior CRM Manager - Hang Seng Bank (HK)
Mongkok, Kowloon, HK
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If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.
Senior CRM Manager
We’re looking for a high-calibre Senior CRM Manager to join Retail Banking and Wealth. This role blends advanced analytics with CRM and communications execution to drive measurable customer and business outcomes, while embedding a strong test-and-learn culture and making smart use of AI-enabled capabilities.
Principal responsibilities:
- Translate business analytics into clear, personalised and relevant customer communications that support RBW strategies and priorities.
- Demonstrates creativity in designing personalised and relevant communications through targeting/offers and industrialized processes
- Embed AI and advanced analytics into delivery, using modern data and communications toolkits to create innovative, insight-led solutions.
- Drive a test-and-learn approach, including end-to-end performance reviews of leads and campaigns to optimise outcomes.
- Capture and apply quantitative and qualitative learnings to continuously refine targeting and communications.
- Improve operational effectiveness to ensure high-quality, “right-first-time” execution; provide operational insights offering a pragmatic approach to across message design, build and deployment.
- Lead onshore and offshore delivery teams to deliver timely, high-quality analytics and CRM outputs in an agile ways of working
- Champion collaboration across onshore/offshore teams and across functions to deliver shared outcomes.
- Build strong relationships with business stakeholders, demonstrating a clear understanding of needs and issues; communicate effectively across business and analytics communities.
Requirements:
We seek highly motivated leaders who have the following experience and qualifications to join our dynamic organization
- 10 to 15 years’ experience in one or multiple skills in business / process analytics or contact and communication design and operation in the financial or digital domains.
- Strong problem-solving skills with the ability to diagnosis issues and turn into clear actions and recommendations.
- Excellent communication and interpersonal skills, with proven experience forming trusted “advisory” relationships with stakeholders and senior leaders.
- Promote speak up culture and self-starter mindset with a track record of driving change; able to coach and mentor junior team members.
- Strong team leadership and collaboration skills; comfortable operating in a complex matrix with multiple stakeholders.
- Proven experience in one or more of: customer segmentation, customer communications/CRM, digital marketing, performance tracking, portfolio analytics, or use of open-source/external data.
Having these attributes would be advantageous:
- Demonstrated experience processing and analysing large datasets using Python and/or SQL, preferably on Google Cloud Platform (GCP).
- Demonstrated AI knowledge and practical application, e.g., applying ML/GenAI techniques to improve targeting, personalisation, measurement or operational efficiency.
- Hands-on experience with Pega Marketing, Tealium (CDP/tagging/data layer) and Tableau for campaign execution, customer data activation and performance reporting.
RBW
You’ll achieve more when you join Hang Seng Bank Limited.
Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.
https://www.linkedin.com/company/hang-seng-bank
Issued by Hang Seng Bank Limited