Global Customer Lifecycle Strategist

Standard Chartered is seeking a highly seasoned, Customer Lifecycle Strategist to reimagineour customer communication strategy, global framework and in country execution plans.

We are looking for someone that can combine their banking and finance knowledge, CLMprogram expertise and strategic agility to unlock timely, contextually relevant customerlifecycle campaigns. You will be someone that is passionate about putting the needs of ourcustomers at the centre of everything; with proven experience developing a segmentationoperating model and designing customer communications across the relevant digital and physical channels.
- Formulate and lead the baseline lifecycle communication strategy with countrysegment teams and deliver marketing channel effectiveness
- Grow customer lifetime value and retention rates by helping the marketsimplement and optimize of triggered programs portfolio
- Advocate the value of customer marketing, eCRM best practice and performance
- Build relationships and influence diverse stakeholders, partners andmultidisciplinary teams
- Effectively partnering with analytics and working with complex diverse data sets(transactions, products, channels, web) to deliver on ROI targets
- Develop responsive direct communications and partner with business owners anddesigners to specify propositions and creative that engage and bring segments tolife
- Responsible for maximising reach, reduce opt-out and increase lifetime on database.
- Design and execute cross channel revenue attribution reports and businessdashboards.
- Develop a CLM style guide, creative and marketing assets in partnership with digitalsales and marketing teams
- Collaborate with product on an effective promotional plan, reviewing performanceagainst agreed plan to derive insights and an action plan
- Collaborate with a range of partners, e.g., MarTech, Data Analytics, Web Management,Online/Mobile platforms, Digital Banking, Brand & Marketing, Marketing agencies,Legal, Compliance, Security, in order to prioritise capability building and ensure accessto the right tools and support to deliver execution

Education and Experience Required:

- Typically 8+ years’ hands on experience in CRM
- At least 5 years working in the banking and finance sector
- Regional experience in a matrix structure as a minimum, with global experience a plus
- Initiate and drive innovative/breakthrough cross-functional and cross organizationalstrategies and tactics that generate revenue and market share
- Proven collaborator and effective communicator to internal and external partners
- Ability to move quickly and comfortable dealing with ambiguity
- University or Bachelor’s degree; advanced degree or MBA preferred

Knowledge and Skills Required:

- Proven track record of driving growth for an eCommerce and/or transactional businessthrough an effective and optimized combination of promotional contact strategy andcustomer lifecycle programs
- Sound experience with complex, trigger-based program set-up (using marketingautomation tools like Marketing Cloud, Marketo, Eloqua, etc) across different channels
- Defining, prioritizing and leading business performance and customer insights
- Highly analytical with expert database management skills
- Ability to effectively navigate themselves in a complex, matrix organization
- Create new consulting frameworks for delivery and contributes to tools, templates andintellectual capital
- Decision-making implications extend to multiple functions and/or businesses and impactthe business directly
- An awareness of emerging trends that may impact the overall business model
- Strong knowledge in IT systems - Microsoft Dynamics, SQL, Data Modelling, OracleCRM, Salesforce, Adobe, etc