Customer Communications Manager

The Customer Communications Manager role is based within the UK Retail Banking and Wealth Management (RBWM) Marketing team. The department is a team of 45 people who work across all the marketing channels, with the objective of driving sustainable revenue growth and brand equity.

The role of the Customer Communications Manager is to be responsible for the customer contact strategy, developing and executing Direct Marketing (DM) and Email Marketing (EM) campaigns and measuring their effectiveness. This role holder will have a specific area they are responsible for including budget management, direct reports and agency management.

The role is very demanding and very busy. It is a role which requires a huge amount of passion for doing the right thing for the customer to ensure we use every opportunity to speak to them appropriately. In an increasingly self service industry, the impact direct customer communications has increases year on year. The role is very complex, requires excellent stakeholder management and project management skills.

Fantastic opportunity to work with brilliant people and agencies, manage large budgets, work on a large number of campaigns and work in a role where you can make a tangible difference to brand and atop performance.

This role is a springboard into a variety of marketing roles across different channels, customer experience roles or working in different business units outside of marketing. The role holder will get high levels of exposure to other functions

Your responsibilities will include:

Delivering key Annual Operating Plan (AOP) metrics for specific product campaigns across cards, loans, Foreign Exchange (FX), mortgages, protection, wealth, current accounts Developing and executing customer campaigns, working alongside interested stakeholders to create a campaign which meets all objectives Managing a number of direct reports, managing a significant budget, managing a number of agency partners, working alongside a broad range of internal colleagues Reviewing and recommending improvements to ongoing campaigns and embracing new ways of working as new technology comes on stream

Qualifications


The ideal candidate for this role will have:

Experience working in relevant environment/s, i.e. Marketing Role relevant qualifications, i.e. degree level or equivalent Availability to undertake the travel required for this role, i.e. For the initial induction the role holder will be expected to travel to London regularly for the first 8 weeks or so Experience working in relevant environment/s, i.e. financial services is desirable but not essential Experience working in relevant market/context, i.e. direct marketing is desirable but not essential Past working experience in a relevant role, i.e. managing others is desirable but not essential A track record of gaining an understanding of customers' needs and delivering excellent customer service A flexible and adaptable approach to change and will support others to respond in a similar way Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals Experience of making timely and rational decisions, based on relevant information and experience Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently Proven experience of successful project management, utilising relevant tools and techniques to ensure consistent delivery Experience of successful budget management and use of numerical data to assesses and report on performance and/or identify business issues and opportunities
In addition to the details listed above, the ideal candidate will have a passion for marketing and experience of managing budgets, briefing agencies and delivering flawless campaigns in a complex and matrix environment.

The base location for this role is Birmingham

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

We are required by the Financial Services (Banking Reform) Act 2013 to create a ring-fenced bank in the UK by 1 January 2019. Entirely new from the ground up, HSBC UK's head office is opening in Birmingham. The location of this role will move to our new state of the art offices at 2 Arena Central during 2018.

Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on-going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and/or if relevant, on an on-going basis.

This role has been designated as an Enhanced Vetting Role.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Key search words: Direct Marketing, email marketing, one to one communications, communications manager.

Salary: . Date posted: 18/01/2017