Head of Customer, International and Marketing

**Head of Customer, International and Marketing**
**Some careers shine brighter than others.**

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

As an HSBC employee Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all employees, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.

Head of Customer, International and Marketing is a new senior leadership role reporting to the Head of Wealth and Personal Banking (WPB) WPB in CIIOM. The role holder will be a key member of CIIOM WPB ExCo and is accountable for;
- Implement HSBC’s customer strategy
- Increase the active customer numbers
- Improve Customer NPS and
- Conduct/Control KPIs

The role holder will build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity and growth, understanding present and future customer needs, identifying market opportunities and marketing approaches, development and execution of segments (domestic + international), delivery of data driven insights and enhancements to customer experience, and execution of the data & analytics strategy across the business.

The diversity of our customers is core to our competitive advantage and is critical to reflect in our executive team. Within CIIOM, we are looking to welcome colleagues from varied backgrounds across age, ethnicity, ability, gender, sexual orientation and experiences.

WPB CIIOM covers over 180k customers across all three customer segments (Personal Banking, Premier and GPB) across 2 distinctive brands: HSBC CIIOM (Islands) and HSBC Expat.

CIIOM Expat is a fast growing Internationally focused business, offering banking and wealth services to Internationally minded customers globally. CIIOM Islands business also has strong presence across the Channel Islands and IOM with 11 branches and strong market share in each Island.

**Principle Accountabilities and Responsibilities**
**Customer Experience**
- Support the design and deployment of a Customer Experience strategy and culture across the organisation
- Complaints management including meeting regulatory and internal SLAs on complaint handling metrics and improve complaint volumes through addressing pain points
- Increase customer satisfaction and drive relevant KPIs for customer experience such as NPS

**Key segments including International, Personal Banking, Premier and Private Bank**:

- Build Expat as the go-to hub for International customers
- Manage the segments across CIIOM including Personal Banking, Premier, Private Bank, International, EBS and Staff propositions (e.g. GES).

**Marketing**
- Develop marketing communication strategies (Including Digital Marketing), supporting acquisition, usage and retention programmes, brand equity and channel objectives
- Lead CLCM including customer contact strategy design to support “always on” customer engagement (campaign & triggers) implementation, CRM campaigns and offer strategies, and retention activities

**Oversight of Data & Analytics**
- Develop a clear strategy to transform the Data, Analytics and Customer Relationship Management (CRM) capabilities of WPB CIIOM aligned with growth ambitions to deliver a data-first approach to decisions
- Design and develop data and analytics that supports across the wider WPB functions - product, channels, digital, fraud, COO, etc. - balancing demand, opportunities and capacity allocation across WPB

**Leadership & Teamwork**
- Lead, coach/develop and performance manage a multi-disciplined team that is known for high performance
- Effective management and optimisation of offshore and third party support
- Proactively manage financial and non-financial risks and promote HSBC’s balanced risk culture
- Demonstrate and champion a speak-up culture by challenging actions and behaviours that are not consistent with HSBC's policies and/or the best interests of the business and its customers
- Be passionate about delighting our customers, leading others to do the same
- Lead by example and demonstrate our values
- Create an environment that supports diversity

**Requirements**:
**Knowledge, experience and skills**

**Knowledge & Experience**
- Designed and delivered a customer experience strategy and able to demonstrate improvements in performance as a result
- Ideally Strong experience in international businesses with an understanding of the opportunity with Expats
- Proven ability to plan and execute strategic growth
- Strong team leadership experience
- Strong risk management experience having had exposure to regulatory engagemen