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The Portfolio & CRM Manager is responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve a cohesive and optimal experience for all customer segments across touchpoints with the objective of nurturing and relationship deepening to grow CASA balances.

The manager’s responsibility includes the development of customer onboarding engagement plans and programs to shift CASA behaviors which promotes transactions for high customer stickiness.

The manager is responsible for the ideation, execution and tracking of campaigns for attainment of business targets. The manager should also strive to drive improvements in practices across customer touch points which includes (but is not limited to) Connect Internet Banking and Connect App.

The manager will work closely with the members from the CASA Product & Acquisition team, PFS Digital, Analytics, DIO as well as PFS business line teams to identify opportunities to develop new or enhance existing digital interactions with customers.

The ideal candidate is passionate about customer experience and thrive in fast paced environment. This role will require strong business acumen and communication skills while engaging with a wide variety of audiences at technical, business and executive levels. This role reports into the Head, Product Management (CASA).

Key Responsibilities and Accountabilities

List down the essential duties and responsibilities of the job in the 3 areas below, where applicable.Functional (job responsibilities)

• Develop customer on-boarding (new MOB) journey to drive Connect penetration and every day usage from the CASA
• Define and drive implementation of a holistic portfolio strategy to drive incremental balance and revenue from existing customers
• Develop attractive, relevant and cost-efficient portfolio initiatives to drive transaction
• Work with respective internal & external departments to ensure these programmes are properly executed in a timely manner with the approved promotion strategies, product communication & marketing budgets
• Provide clear direction and communication to the relevant advertising agencies in devising, producing and execution of the advertising work, which will communicate the product propositioning, and the agreed objectives of the programmes
• Work closely with branch, customer experience, call center and Analytics to ensure proper and timely execution of all activities & programmes
• Monitor and analyze performance to ensure results are on track and if not, to identify the problems/ issues and recommend solutions to rectify them
• Leads projects as assigned by Head of Product Management such as cause-related marketing and special events.
• To support Head of Product Management in development and timely launch new features on Connect (if applicable)

Managerial (team/group responsibilities)

To put our customers first, provide superior advice, products & services and always act with the highest level of integrity. To create an achievement oriented working environment. To provide outstanding people the best opportunity to realize their potential. To embed open communication, transparency & fairness.

Organizational (organizational responsibilities)

Responsibility to our ETB customers – put HLB’s long term interests ahead of our short-term gain Respect the HLB culture and take an active role in the communities Continuous effort to improve business in support of building brand awareness and improving customer experience.

Jobholder Requirements

Indicate the minimum requirements expected of a jobholder in order to perform the job satisfactorily

Education/Qualification

• Degree holder in Marketing, Business, Commerce or related field. 
• Strong competency in verbal and written communications
• Strong analytical skills and data-driven thinking

Experience/Requirements

• At least 5 years proven working experience in consumer marketing.
• Up-to-date with the latest trends and best practices in CRM, loyalty marketing and measurement
• Strategic and visionary thinker with extensive program management experience to drive cross functional improvement programs
• Encourage collaboration, fresh ideas, brainstorming, and experimentation
• Must be a self-starter, motivated individual who works well under pressure
• Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
• Ability to drive collaboration with functional and technical teams to achieve effective solutions
• Effective communication skills with all levels of management, including the ability to influence at the executive level

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