Mass Usage & Customer Engagement Manager - Personal Financial Services

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Functional (Job Responsibilities)

The incumbent reports directly to the Head of Customer Engagement & Partnership (also known as Card Usage & Partnership) as a business unit where the team rolls up to Head of Cards, Remittance & Personal Loan (CRP), PFS

Key Responsibilities:

Drive business growth: Drive growth in credit and debit card retail spend. The candidate will develop and implement strategies to achieve and exceed targets, identify growth opportunities, and recommend agile, out-of-the-box actions.

• Strategic Marketing Planning: Develop and implement comprehensive strategic marketing plans focused on driving credit and debit card spend through impactful mass and/or targeted marketing campaigns, including identifying key opportunities based on target customer segments, MCCs and establishing clear campaign goals and KPIs.
• Go-to-Market Strategy & Execution: Lead the end-to-end go-to-market campaign launch initiatives, ensuring seamless coordination across internal teams and external partners. This encompasses campaign development including T&Cs, strategic 360 marketing communications planning, and effective execution working closely with key stakeholders from Legal, Analytics, IT, Compliance, Marcom & agency teams.
• Data-Driven Insights & Analysis: Possess a strong aptitude for understanding and interpreting data. You will be responsible for accessing relevant cardholder retail spend data (including Merchant Category Codes - MCC) from data dashboard and/or requesting data trend from the Analytics team and conducting in-depth analysis and insights related cardholder spend behavior.
• Actionable Recommendations: Translate data analysis into clear, concise, and actionable recommendations campaign mechanics.
• Flawless Execution & Quality Control: Ensure the meticulous execution of strategic marketing initiatives, maintaining high standards of quality control throughout the process, from concept to launch and ongoing management. Ensure compliance in all internal and external dealings with customers
• Performance Tracking & Optimization: Monitor and track the performance of campaign mechanics against established KPIs. Provide regular performance reports and data-driven recommendations for adjustments and enhancements to optimize results.
• Stay up to date with industry trends and best practices to continuously improve campaign effectiveness and bring best in class marketing practices and recommendations to the bank.
• Collaborative Team Player: Work collaboratively with team members of the Customer Engagement & Partnerships team, providing support and contributing to the holistic success of card usage marketing campaigns and initiatives. To carry out any other duties as directed by the Company Management.
• Customer-Centric Approach: Maintain a strong customer-centric perspective, prioritizing the cardholder spend journey and experience in the development marketing campaigns & customer engagements via strategic 360 marketing communications.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.