Senior Customer Relationship Management Manager - Customer Value Management

Full Time
Junior (less than 3 years)

Job Description

Senior Customer Relationship Management Manager - Customer Value Management

Location: Asia Pacific-Hong Kong-Hong Kong Island-Central

Some careers shine brighter than others
If you’re looking for a career that will help you stand out, join HSBC and fulfill your potential.
Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class retail banking and wealth management solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.
We are currently seeking a high caliber professional to join our team as Senior Customer Relationship Management Manager.
Principal responsibilities
  • Drive and act as the custodian of Retail Banking and Wealth Management customer contact strategy, with the aim of deepening and retaining relationships with customers cutting across Propositions, Products and Distribution
  • Set Customer Relationship Management objectives and priorities in line with Propositions and business strategy and grounded in a single customer view based on insights drawn from customer data
  • Develop annual contact plans and drive the detailed design of Retail Banking and Wealth Management customer contact initiatives based on analytic insights
  • Drive the transition of customer contact plans and tactics into relevant distribution channels, delivering business objectives within capacity and budget constraints
  • Work with the Centre of Excellence to set priorities, standards and resources requirements
  • Manage and implement end to end process, provide expertise and experience in all aspects of campaign management
  • Design and build a framework or infrastructure and governance for Customer Relationship Management involving Propositions, Products, Distribution and Marketing, and encompassing all Retail Banking and Wealth Management segments
  • Interpret contact effectiveness and identify learning, insights and actions
  • Embrace and instill HSBC values within the team, guiding our working behaviors, practices and decision making
  • Develop and retain talent for the Bank and upkeep staff engagement


  • University degree in an appropriate discipline
  • Extensive relevant working experience in business management and Customer Relationship Management with eCommerce and digital background
  • Preferably with solid experience in driving business based on insights drawn from customer's digital behavior.
  • Excellent technical know how and strong business acumen
  • Strong strategic thinking capacity with the ability to translate concepts into actionable plans mobilizing offshore resources
  • Strong collaboration and influencing skills, with the ability to work effectively cross functionally
You’ll achieve more when you join HSBC.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Technical Skills

  • Analytics
  • Budgets
  • Business Development
  • Campaign Management
  • Client Relationship Management
  • e-commerce
  • Graphic Design
  • Marketing
  • Translation