Regional Head of Digital Engagement
A leading consumer bank is currently looking for a Regional Head of Digital Engagement to take customer engagement to the next level, through a strong focus on the delivery of highly personalised, relevant and contextual communications to our customers in their digital ecosystems. You will be responsible for developing & managing a leading-edge digital engagement team that supports the diverse needs of our business across channels and geographies. You will act as a thought partner to peers across the teams, providing customer-driven perspectives to move the business forward.
•Leveraging the use of big data and customer analytics, you will create a vision and strategy to drive digital penetration for markets across Asia
•Work with the Journey & Digital channel team to ensure the delivery of an excellent mobile experience to support deeper engagement with customers
•Identify partnership opportunities with social and messaging platforms to drive engagement through relevant messaging and offers
•Define the digital usage plan for Asia markets, working in close collaboration with respective market teams.
•Drive implementation of strategic regional initiatives covering the entire customer lifecycle - from Early Engagement, partnership engagement offers and contextual offers, through to Digital Employee Advocacy and ‘Always Teach Digital’ programme
•Build regional digital partnerships with e-Commerce companies to position their offers on bank’s Digital channels.
•Work with regional marketing to develop creative campaign playbooks for markets.
•Work with Cards & Retail partners to ensure pricing, themes and channel differentiation.
•Work with Branch and customer care partners to devise strategies and implement approaches to migrate our customers to the digital channel with the best possible experience.
•Extensively measure performance & conversion funnel throughput using Analytics, and have teams focus on continuous optimization to drive the throughput.
•Work effectively with all cross-functional partners including Product, Segment, Distribution, Analytics, Finance, Technology, Legal, Compliance etc to maximise success of engagement campaigns.
•Manage a cadence with markets to highlight best practices, share learning and uncover issues related to digital usage.
•A deep knowledge and interest in developments in Digital Engagement & Experience globally (global and local competitors and core technologies) as well as good practice knowledge across other industries, including Retail, Technology, Airline, & Telecommunications.
•Strong awareness of innovation in Digital Engagement, particularly by FinTech companies and where opportunities arise, seek to integrate these partners working with our Digital Channels & Marketing teams.
•Responsible for Digital KPIs definition, reporting and metrics and monthly consolidation, validation and variance analysis, including management reporting and tracking against monthly targets.
The ideal Candidate will meet the following requirements:
•Degree in Business Administration, or a Marketing related field
•15+ years of full time experience in large technology, retail, media or financial companies. Fintech experience an advantage
•Experience of working in a truly agile environment, and leading large cross functional teams
•Understanding of cross-functional Banking functions an advantage but not necessary. Design thinking mindset to solve business problems
•Strong communication skills to manage expectations of multiple senior business stakeholders and to resolve conflicts/issues
•Experience of working across multi-cultural markets, with differing languages
•Strong leadership and interpersonal skills
•Creative, and highly collaborative
•Strong strategic & analytical skills that are sharply customer focused.
•Ability to responsibly challenge the status quo and craft a vision for transformational change in this bank
•Ability to build a persuasive case for change with seniors
•Accomplished change leader
•Ability to lead and motivate and drive a team of direct and indirect resources to deployment
•Try & fail mentality – not afraid to take risks
•Understanding of ‘design thinking’ and experience of true agile working
•Strong communication & presentation skills
To apply, please email your CV to email@example.com. If you would like further information, please contact Fiona Tan on +65 6435 5612 quoting S&M/FT/RHDE 1804C
or complete the Application form below.