VP - CRM

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of VP - CRM.

Principal responsibilities

• The role is responsible for the management of all customer information and provision of analytical and data science deliverables for customer and banking initiatives and to support AMH activities. The individual is also expected to identify key trends that arise from the insights of customer data and work with other areas in AMH to ensure they are taken account of.
• The suitable candidate should be a self-driven person and a leader by nature in taking full ownership of the deliverables. One should be technically profound and fully loaded with business acumen and communication skills. One will work hands-on with the Enterprise Data Warehouse and Jupyter environment for data and modeling process, and are required to deliver the results in a logical and ethical way to the stakeholders.
• Design, formulate, and implement relevant solutions for the identified analytics project and convert analytical findings/solutions that will lead to achieving business goals (revenue growth, anti-attrition, and increasing customer engagement, etc.). During the process, closely collaborate with relevant teams/parties to obtain the supports required for these tasks.  Elevate CRM capabilities to tailor make messaging strategies and journeys that best meet GC customer needs and deliver business outcomes.
• Use company provided software tools to extract, collect, manipulate (e.g. subset and merge) raw data to prepare for further analysis. Then apply the appropriate analytics frameworks, statistic procedures or machine learning algorithms to analyze the data in order to provide actionable analysis findings. Interpret and present quantitative information as well as the findings in proper context so as to help in the investigations and decision making of the business.
• To design and develop robust, relevant data mining solutions – descriptive or predictive, the incumbent should flexibly and innovatively apply diverse modelling methods including (but not limited to):  decision tree, clustering, logistic regression, gradient boosting, neural network, random forest, support vector machine etc. Mobilise and optimize CRM resources to support the development and ongoing monitoring of GC contact strategies based on customers’ needs (right message at the right time through the right channel), ensuring alignment with regulatory requirements and HSBC standards, with the ambition to lead the market.
• Drive the improvement of cross border communications via feedback to the GC governance team to maximise customer contact for efficiency and effectiveness
• Manage the timely delivery of output and effectively communicate with all stakeholders.

Requirements

• Bachelor (minimum with 6+ year experience) or Master degree  in relevant quantitative disciplines such as Statistics, Mathematics, Computer Science, Engineering, Operations Research, Physics or a related discipline with a focus on use of analytics and optimization to influence business decisions.
• Excellent hands-on analytical skills with proven ability to analyse complex data, identify key trends and opportunities, putting forward hypotheses and delivering recommendations.
• Mature and independent professional to drive analytics workstream with minimal oversight
• Train non-analyst stakeholders, teams and audiences to better use our digital analytics suite of tools.
• Able to work independently with guidance from remote teams.
• Excellent communication skills. Be able to understand the background of the audience and be able to communicate the message in an effective manner.
• Proven knowledge and experience of SQL, Python and other Database/Data Manipulation tools (eg max-compute, BI).
• Experience in data visualization tools and techniques – previous experience in Qliksense, Tableau or similar.
• Good experience and knowledge of one of analytics tools – Python/R/SAS/SPSS/STATA.

Candidate with less relevant experience or skills may be offered a lower Global Carrer Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

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.