A market leading Retail Bank in Hong Kong is seeking a dynamic and experienced professional to lead the Retail Banking Customer Proposition and Customer Experience Management division. The ideal candidate will be responsible for leading a division and developing and executing strategies that enhance customer propositions and elevate the overall customer experience.
Your new role
- Lead a division of around 15 people, fostering teamwork and professional development.
- Develop and implement customer proposition and acquisition strategies that align with the retail banking business goals and customer needs.
- Lead initiatives to improve customer experience across all touchpoints, ensuring a seamless and positive journey.
- Drive customer engagement and loyalty through targeted campaigns and personalised experiences.
- Develop and execute retail banking customer acquisition strategies to attract new customers and expand our market share.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction and business performance.
- Analyse customer feedback and market trends to identify opportunities for improvement and growth.
- Foster a customer-centric culture within the organisation, promoting best practices and continuous improvement.
- Collaborate with cross-functional teams to design and launch innovative products and services.
What you'll need to succeed
- Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
- 15+ years of relevant experience in retail banking, customer proposition, and customer experience management.
- Also experience in retail banking product management will be an advantage.
- Strong knowledge of banking customer interaction channels for both retail and commercial customers, including branches, contact centres, digital platforms, and Relationship Managers.
- Strong leadership and team management skills.
- Excellent analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Ability to think strategically and execute effectively.
- Proficiency in customer experience management tools and technologies.
- Proficient communication skills in written and spoken Chinese Cantonese and English.
What you need to do now
- If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Keith Ho now @22307474. Alternatively, you can send Keith your CV to keith.ho@hays.com.hk\
- If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
