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Head of Customer Life Cycle Management and Data

2 weeks ago

Singapore HSBC Full time

**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. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region.

Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realize the full potential of being part of HSBC.

Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a **Head of Customer Life Cycle Management and Data Analytics.**

**Principal Responsibilities**
- Partner with senior group stakeholders to define and scope HSBC Life Data, Analytics and CRM strategy and business case; develop roadmap, own the prioritization & implementation of HSBC Life Singapore data, analytics, CRM agenda and machine learning & AI use cases to drive:

- Real time hyper-personalization for customer acquisition, engagement & growth
- Marketing performance
- Automated reporting / data driven decision
- Leads management and distribution effectiveness
- Innovation & experiment
- Business owner of both service and marketing CRM platforms of HSBC Life in Singapore; collaborate with group stakeholders to obtain decisions / clarity of data, CRM and MarTech platforms (e.g. SalesForce, Adobe, Microsoft Dynamics etc.) target architecture and tech stacks; own the implementation roadmap; oversee design, build, operation and enhancement of CRM and MarTech platforms
- Lead a group of data specialists / scientists and engineers, collaborate with cross-functional teams and group functions to own everything data of HSBC Life in Singapore, from data capture, data integration to full-suite use case development and deployment
- Champion agile experimentation approach and tooling; own responsibility for building & optimizing full reporting suite of all CRM metrics and other automated dashboards; educate business leaders and data users, promote self-help dashboard /reporting tools and provide support to help business and functions obtain actionable insights to enhance performance and make data driven decisions;
- Collaborate with Customer Proposition & Experience team and HSBC bank teams to develop strategic customer segmentation aligns with HSBC brand and support delivery of HSBC Life’s vision; provide insights, modeling and data / CRM related implementation support to develop and deploy next level customer clustering / personas for practical use cases (e.g. communication / acquisition / servicing / engagement / cross-up sell)
- Supervise data / CRM related post acquisition integration work streams with support from integration, tech and other functions
- Build close relationships with various stakeholders, particularly in marketing, ecommerce, customer value management, operation and distribution teams to promote usage of CRM platforms, automated dashboards and provide visibility of ROI and performance of various CRM & MarTech activities

Requirements

**Requirements**:

- At least 15 years' experience in CRM, Analytics and Data functions in the financial/banking sector; insurance industry experiences will be an added advantage
- Masters degree in a relevant business discipline (e.g. Mathematic, statistic, finance engineering, IT, AI/Machine learning)
- Extensive skills in strategy development, digital analytics, marketing, quantitative analysis, product profitability modelling and financial analysis, across multiple financial product categories and customer segments
- Deep understanding of marketing and service CRM platforms, e.g. SalesForce, Adobe, Microsoft Dynamics etc.
- Good technical understanding of new trends and technologies in data, CRM and MarTech space, including which emerging technologies can be harnessed for better results
- Strong leadership and communication skills; people manager and team player
- Agile trained matured project leader with high level of attention to detail, including a proven ability to manage multiple and competing priorities simultaneously
- Proven ability to be a self-starter with energy and