Head of Customer, International

4 days ago


Doha, Qatar HSBC Full time

**Head of Customer, International, Marketing & Products**

**Some careers prize diversity more than others.***

If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success. 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.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals.

Qatar Head of Customer, International, Marketing & Products (CIM & Products) is a management role reporting to Head of Wealth & Personal Banking, the role holder will be a customer champion, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences. Our aim is to build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity, growth, engagement, and advocacy - for customers, our employees and our communities.

The role purpose is to Manage the propositions and products for both International and Local customers relevant to Qatar.

**In this role, you will**:

- Execute a strategy to grow WPB business, balances and products development by accelerating customer acquisition growth and control attrition.
- Lead and activate customer marketing plans for WPB. Co-develop & activate marketing plans leveraging insights to deliver on key commercial KPIs including acquisition, ROI, ROMI targets.
- Plan and drive the overall WPB Propositions including International customer segments. Formulate and design customer strategy for future growth and revenue opportunities, shape and drive future customer growth roadmaps based on insights, research, advanced data, innovation and commercial partnerships.
- Support the design and deployment of Customer Experience strategies and framework across the organisation and as per group direction.
- Formulate, design and execute banking proposition and products strategy for future growth and revenue opportunities, enabling HSBC to increase mass affluent customers’ market share, delivering a level of customer and employee advocacy superior to market competitors.
- Create a best in class customer value proposition, moving away from traditional bank vs customer lead, high cost and slow to market strategies to iterative and innovative processes based on market and customer insights, research data, design thinking, customer co-creation, whilst using partnerships and seed-funding.
- Champion the innovative customer, digital and proposition strategies across the wider product teams
- Lead customer strategy and insights initiatives through data analytics, behavioural science, customer research, customer feedback and complaints, social media listening, market trends/opportunity analyses.
- Drive the development of relationship-based pricing models for key propositions/segments
- Develop marketing and marketing communication strategies, Go-To market strategies to support acquisition, usage and retention programmes, brand equity and channel objectives
- Lead and identify opportunities for cross Line of Business (x-LOB) collaboration for further commercial opportunities
- Drive a team culture where data and insights inform key decisions and support the development of customer led propositions, products and journeys.

Requirements

**To be successful in the role, you should meet the following requirements**:

- Degree level qualification in products and marketing and/or business studies preferred
- Minimum 10 year broad based business experience in an innovative and customer-centric customer and marketing set up or an innovative customer/service based institution.
- Ability to plan and execute strategic growth grounded from insights and segmentation to value proposition design across multiple touch points
- Understand the use of data and analytics in deriving customer value
- Be passionate about the customer and be obsessed with customer outcomes
- Evidence of team leadership attributes. Experience and evidence of leading, developing and driving a large team over multiple sites.
- Demonstrating ability to identify strategic needs-based solutions both now and in the future.
- Proven understanding of customer insights and their role in strategy development and delivery
- Able to influence at senior level to drive improvement.
- Proven ability to be a self-starter with energy and drive in a challenging and dynamic environment.
- Ability to think innovatively, shaping and communicating new concepts.


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