VP, Customer Life Cycle Management

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking a high calibre professional to join our team as a VP, Customer Life Cycle Management

The role ensures that customer insights and lifecycle triggers are translated into actionable engagement opportunities and targeted customer campaigns, leads the strategy and execution of lifecycle initiatives that increase customer engagement, cross-sell, retention, and repurchase across the existing customer portfolio.

In this role you will:

• Lifecycle Execution: Operationalize lifecycle programs that drive customer engagement and portfolio growth across the policy lifecycle, including onboarding, engagement, cross-sell, retention, and reactivation initiatives
• CRM Activation: Lead lifecycle enablement within the customer engagement ecosystem, embedding lifecycle triggers, customer opportunity insights, and advisor engagement tools that supports identifying cross-sell, coverage gap, and repurchase opportunities
• Customer Segmentation & Insights: Develop and operationalize advanced customer segmentation frameworks that enable targeted lifecycle campaigns and personalized customer engagement across marketing and distribution channels
• Lifecycle Campaign Engine: Design and deliver lifecycle campaigns and event-triggered journeys that increase customer engagement and product penetration within the existing customer base
• Cross-Functional: Lead cross-functional initiatives involving marketing, distribution, customer experience, analytics, to execute lifecycle programs
• Distribution & Advisor Enablement: Partner with distribution teams to activate lifecycle insights through advisor engagement, ensuring distribution teams are equipped with prioritized customer opportunities
• Group Collaboration: Work with regional and Group teams to align lifecycle initiatives with CRM platforms, marketing technologies, and data capabilities

To be successful you will need:

• Proven experience in financial services with interpersonal and project management skills, able to manage multiple stakeholders, prioritize and deliver on multiple projects
• Excellent stakeholder management and communication skills, with the ability to influence and collaborate across functions and geographies
• Analytical mindset with attention to detail and a proactive approach to problem-solving.
• Strong communication skills & attention to detail.
• Self-motivated, pro-active and able to work under stringent timelines

Opening up a world of opportunity
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