Customer Life Cycle Management Manager

-Job description

Some career choices have more impact than others.

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you'll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

Wealth and Personal Banking (WPB) ambition is to become Australia's #1 International Retail Bank, and to build a progressive bank for the future. To achieve this goal, the Customer Lifecycle Management program is a key strategic initiative, and this role will be crucial to its successful implementation in Australia. Reporting to the Head of Customer Lifecycle Management (CLCM), you will coordinate, collaborate, and deliver results that drive a fully engaged customer program across all key stages of the customer lifecycle along with delivering Global CLCM framework in Australia.

Your main responsibilities will include:

- Provide tangible Subject Matter Expert input to the formulation and design of Customer Life cycle, Engagement and
- Primary banking strategy, by using market and customer insights, external benchmarks, research data, financial and behavioural analysis and customer pain points.
- Contribute to the CLCM community of deep knowledge and expertise of WPB customer portfolio, all customer interactions, channels and pain points. Educate local market stakeholders and act as an SME and main referral point.
- Champion the Engagement and primacy mind-set and drive engagement opportunities across our customer portfolio and strategic affluent, international segments
- Review of CLCM KPIs at each core customer stages, and drive initiatives aligned to areas of importance for customer and business.
- Deliver core global Playbooks in Australia, adapting the framework with local data and insight, and delivery of actions and initiates aligned with Playbook theme to drive results in key measures of success.
Requirements

To be successful in this role, you will need:

- Bachelor's degree in a Finance and/or business-related field.
- Experience in client support, customer success, or a similar client facing role
- Excellent communication and interpersonal skills, with the ability to build rapport with stakeholders and work effectively across teams.
- Problem-solving, data analytics and commercial mindset with a proactive approach to address stakeholders needs.
- Strong organizational skills and attention to details

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.