Marketing Manager, Customer Strategy and Insight Manager - Global Marketing
September 20, 2019
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.
Global Marketing uses creativity and business flair to help drive top-line revenue growth for our Global Businesses by optimising marketplace opportunities, our brand strength and customer insight.
We are currently seeking a high caliber professional to join our team as Marketing Manager, Customer Strategy and Insight Manager .
This role primarily supports two lines of businesses, Commercial Banking and Global Banking and Markets in Hong Kong
It is part of the Customer Strategy and Insight function, a cross line of business team, whose purpose is to create and gather information, creating a deep understanding of our customers, their hopes, dreams and ambitions as well as their needs and challenges. Customer Strategy and Insight shares that with our colleagues across the bank so that we develop the right propositions, design the right service experiences, invest in the right areas for the future and fix the things that are causing dissatisfaction. The function also has a lens that looks externally to understand not just our customers, but the wider world in which they live in and the social and economic changes that might influence how they and we operate in the future.
The Customer Strategy & Insight Manager will be located in Hong Kong. This role holder will deliver, implement and communicate customer insight and research across HSBC
Specifically the role holder will contribute to the development and implementation of strategy through analysis of performance and assessment of the current offerings, liaising as appropriate, with Global, Regional and Country Marketing and Customer Strategy and Insight colleagues, to make recommendations
They will also support the delivery of customer centric initiatives by understanding what matters most to customers, by briefing and managing research to support the development of new products, propositions and marketing communications. There could be opportunities to support insight requests across other markets and lines of business
Helping to shape Marketing activity such as segmentation, communications, proposition development by providing an understanding of the customer through focused research and insight.
Identifying opportunities to drive improvements in the customer experience and hence increase customer satisfaction, engagement and retention
Supporting business performance management through the delivery of customer metrics and market benchmarking
Providing the business teams with insight on external trends that are likely to impact the HSBC business and our customers.
Working with research partners on the execution of insight projects
Manage local insight budget planning and reporting
Degree level of qualification in marketing, business studies, psychology, statistics or related is preferred but not required
Solid marketing research or customer experience
Broad based commercial experience, with a Financial Services institution would be ideal but not a requirement.
Experience or background in commercial banking segment would be an advantage
Customer insight, analytical and statistical experience with ability to initiate and use market and customer insight strategically to drive change
Strong communication and presentation skills
Strong relationship building and stakeholder management skills
Strong project planning and management skills
Self-motivated to cope with the demands of a multi geography environment
Strong research design skills, previous experience of managing research projects including scripting, data handling, fieldwork management and reporting
Good understanding of technology developments and emerging consumer and industry trends
Proven ability to work on multi-function projects demonstrating excellent relationship building skills
Proven ability to be a self starter with energy and drive in a challenging and dynamic environment
Experience of market research or customer experience in a financial services organization beneficial but not essential
You'll achieve more when you join HSBC.
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