Vice President, Customer Life Cycle Management

-Job description

**Some careers open more doors than others.**

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as a **Vice President, Customer Life Cycle Management.**

**Principal Responsibilities**
- Formulate, design and execute Customer Life cycle, Engagement and Primary banking strategy for WPB customer portfolio based on market and customer insights, outside in view and external benchmarks, research data, analysis of current state, customer pain points and how future solutions are going to address this
- Manage and lead varying aspects of CLCM, working with Proposition, Distribution, Product, Data and Analytics team to achieve the desired outcomes
- Orchestrate and manage across segments the annual planning cycle on performance metrics as well as monthly tracking and reporting
- Alignment with Group on Design to ensure (where relevant) a globally consistent CLCM and Engagement Model This includes:

- Definition and alignment of the CLCM framework including the key customer activities and goals across the different stages of the customer lifecycle (Acquisition, Activation, Relationship, Retention)
- Design of real time data led customer engagement strategies in markets - moving from campaign based to customer need/life event/next best action approach to engagement across our front and back book customer base
- Lead and manage functional governance for CLCM and Engagement (including Proposition and Product teams, D&A, Channels, Marketing, DMES) to enable the delivery and prioritisation of customer first engagement strategies
- Own and manage relevant FIM policies and manage risk oversight (if applicable)
- Accountable for delivering material improvement in customer inactivity, engagement and primary banking across our front book and back book customer base
- Drive the in-market deployment of key value adding capabilities (supported globally) such as the CLCM dashboard, “The Perfect Onboarding Journey”, and the CLCM Contact Strategy Programme
- Responsible for commercialization of Product and services with overall sales orchestration with multi-channels approach
Requirements
- Role holder should have 8-10 years of relevant experience of which a minimum of 4 years relevant industry experience within customer segments/propositions, product management or strategy planning
- Excellent analytical skills with a minimum 2 year experience with Data and Analytics is a pre-requisite
- Strong leadership skip to lead cross-functional pods and achieve business OKRs
- Good understanding of retail and wealth products would be preferable
- Excellent relationship building and multi stakeholder management skills including an ability to operate in a complex driven environment
- Highly effective communicator with excellent interpersonal skills at a practical operational level as well at a senior level
- High level of energy and enthusiasm with a “can-do” attitude

To be considered for this role, the relevant rights to work in Singapore is required.

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.