HSBC is committed to building a culture where all employees are valued, respected and where their opinions count. We want to build a culture where our employees are comfortable in bringing their whole self to work, regardless of gender, age, sexuality, ethnicity, disability, religious belief, background, and any other aspect of personal difference. "HSBC employees are commited to act with corageous integrity and standing firm for what is right. We are reliable, open to different ideas and cultures and connected with customers, community, regulators and with each other."Marketing Manager, Customer Strategy and InsightRole PurposeThe Regional Marketing function supports the growth priorities of the Bank and strenghtens the brand. It focuses on understanding customers to then develop and implement Marketing strategies, campaigns and activities. The function’s role is to help increase customer value and satisfaction in order to meet growth targets at both a regional and market level. The function also ensures global consistency of the brand promise in customer communications across all Business Lines and channels to mitigate any brand reputation risk. The role sits in Customer Strategy and Insight team whose purpose is to create and gather information - creating a deep understanding of our customers; their hopes, dreams and ambitions as well as their needs and challenges. We share that with our colleagues across the bank so that we develop the right propositions, design the right service experiences, invest in the right areas for the future and fix the things that are causing dissatisfaction. We also have a lens that looks externally to understand not just our customers, but the wider world in which they live in and the social and economic changes that might influence how they and we operate in the future. The person in this role will own the development, communication and effective implementation of customer insight and research across LATAM markets and across all the lines of business. They will focus on understanding the needs of our customers by listening to them through various mediums and using that knowledge to glean insight into segment, market and service differences to help the business to re-design product, process and proposition offerings. They have a crucial role integrating that knowledge within the competitive landscape and market position to provide a holistic view of the customer. They will also support the delivery of customer centric initiatives by understand what matters most to customers and using methods such as journey mapping to make recommendations for service improvements. The role holder will make sure that Marketing responds proactively and appropriately to the challenges set by the Business lines, making them aware of customer needs, opportunities and constraints in the economic, regulatory and competitive environment. Key aspects of the role will be:Appropriate application of the Marketing CSI budget
Definition and development of the research required to support the business in evolving and delivering propositions that meet our customer needs and generate revenue
Driving the understanding of customers by gleaning and reviewing their feedback, evaluating propositions and new ideas through quantitative and qualitative methods
Driving an insight driven approach to marketing
Development and implementation of tracking activity to measure the impact of changes to customer engagement and customer value
Understanding the underlying causes of customer (dis)satisfaction across all processes and touch points.
Local Job Requirements(Mexico City, Mexico)Degree level of qualification in marketing and/or business studies preferred
Minimum 3-4 years broad based commercial experience, ideally with a Financial Services institution
Minimum of 3 years marketing research experience
Experience / background in commercial banking segment
Customer insight, analytical and statistical experience with ability to initiate and use market and customer insight strategically to drive change
Customer experience optimization expertise developed and utilized more widely, particularly in strategic programmes and process change decision-making eg journey mapping, pain point analysis from VoC and other data, target touch point design, customer comms improvements.
Strong communication and presentation skills
Excellent relationship building and stakeholder management skills
Strong project planning and management skills
Self-motivated to cope with the demands of a multi-geography environment
Good understanding of technology developments and emerging consumer and industry trends.
Proven ability to inform and challenge leadership teams and peers.
Proven ability to work on multi-function projects demonstrating excellent relationship building skills.
Proven ability to be a self-starter with energy and drive in a challenging and dynamic environment
Able to influence at an executive level and lead cross functional projects to drive improvement
Campo de trabajo
:MercadotecniaTipo de vacante:Vacante del país
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