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Section Head
7 months ago
The incumbent is responsible for formulating value propositions for all segments, from High Net Worth to Affluent, Emerging Affluent, Cross Border and Young, with the goal of achieving business targets and improving the customer experience. He/she is also responsible to conduct different researches to collect customer feedbacks and market insights. This is to facilitate strategic planning and lay down business direction to drive business growth and enhance customer experience.The role also oversee all regulatory & control matters at departmental level, i.e. Segment Management & Marketing Department (SMD), as well as supporting ESG related tasks at divisional level, i.e. Personal Banking Division.
Responsibilities
Facilitate business and sales performance of channels and campaigns, as well as customer movement across key segments, and recommend business strategy to achieve business targets Define the customer journey and strategies for acquisition, cross-selling, service upgrades, as well as customer engagement and retention, according to each key segment’s defined value proposition by analysing customer behaviour and needs Formulate cross-selling models with key stakeholders in the products, channels, and other product marketing teams Ensure all procedures are in compliance with all policies, rules, guidelines, requirements prescribed by regulators as well as the Bank Lead market research studies on bank’s brand healthiness, customer’s satisfaction and the latest market information so as to provide information for senior management and to facilitate strategic planning Develop value propositions for key segments based on analysis of benefits, costs and value that the bank can deliver to customers Closely monitor change of market landscapes and customers’ needs to refresh and enrich value propositions Build segmentation model to ensure that differentiated services and product offerings are provided according to segment needs To review & gate keep all SMD works and activities to ensure they comply with respective regulation, risk & control guidelines & procedures (this will exclude investment and product related subjects, for which are handled and owned by relevant subject matter expert in respective departments)
Requirements
University graduate, preferably with a major in Business Administration, Marketing, Finance, or a related discipline. Ideally with over 10 years of experience in the banking sector Proven track record in customer value proposition, journey & project management, data analysis, marketing campaign management, risk control & operation, as well as market researchFamiliar with banking products and operations/service enhancement, with a keen drive to achieve success Proactive and innovative, with good organisational and problem-solving skills and a strong sense of customer centricity Strong strategic thinking capacity, with the ability to translate concepts into business initiatives Data driven, good at journey development and project management Excellent communication and presentation skills, with a good command of both spoken and written English and Chinese
