31 ene
Hsbc
Tláhuac
**VP CRM & Customer Data Platforms**
**Role Purpose**:
The VP of CRM and Customer Data Platforms for Wealth and Personal Banking (WPB) Mexico is a key leadership position supporting the successful development and industrial implementation of the Analytic Data Marts, Customer Communication & CRM capabilities and infrastructure. The role holder is accountable for developing a clear strategy to deliver the MX WPB and Global Intelligence and Customer Communications Hub agenda, ensuring that sustainable competitive advantage be achieved via the development and solid management of strategic-analytic customer data infrastructure, as well as CRM factory capabilities.
The role has a direct reporting line to the Head of CRM & Customer Data Platforms and will be accountable for all aspects of CRM, customer Data & Information Management. He/she will be responsible for driving the agenda and embedding best practices across multiple teams, ensuring full connectivity to the MX business priorities and to the global roadmap. This position will play a lead role in setting the customer data strategy across WPB disciplines, developing new CRM capabilities, managing customer communication and campaign platform and integral campaign management strategies across the MX Brands, whilst growing the data & CRM talent pool in the MX.
The role holder will indirectly generate business profitability via the structuring of data and information for the proper identification of growth opportunities and efficiencies to increase the value thru campaigns and lead strategy management for 5+ million customers, while partnering with Products, Propositions, Channels, Distribution Heads to deliver RBWM strategic customer communications and data goals.
He/She has direct responsibility of the incremental revenue created from centrally generated inputs and data for CRM leads, and is a key enabler and indirectly accountable WPB total revenues. It also holds significant responsibility to ensure MX RBWM meets the regulatory and analytic data infrastructure and cloud hub requirements to serve as platform to perform sophisticated customer analytics in WPB. As various remediation programs and the need of sophisticated analytic data sets and Data Hubs need to be solved, Customer Data Platforms and Infrastructure are critical for delivering our key commitments to the MX strategy and regulators’ requirements.
This leadership role involves leading 8-12 FTEs including both onshore and offshore resources; people management responsibility including leading a talented and experienced data engineers through the optimal delivery of their personal objectives.
A key success measure for the role will be to provide a scalable and augmentable resource pool to deliver Analytics and CRM deliverables to the organization. The role will have 3-5 direct reports at the GCB5 level. It has an integral role in the Global CRM CoE and Data & Information Management leadership teams, representing HSBC MX to shape and drive the overall Global agenda, and working with the Group stakeholders from the wider WPB teams. It requires excellent communication skills in order to influence a wide range of audiences and organization layers. Contributes in the development of medium
- to long-term data management plans and executes functional strategies for a large in-country WPB organization. Provides business and analytic-data input into strategic decisions affecting WPB financial results.
It requires a broad and comprehensive understanding of different systems and data and Cloud platforms, retail customer data management expertise, theories and financial practices relevant to retail banking products and customer segments. In-depth knowledge of the consumer data management within the banking industry in Mexico is desirable.
**Principal Accountabilities**
- Responsible for the development of a CRM and Analytic Data Infrastructure that meets the needs of the users.
- Industrial implementation of Customer Analytic Data Platforms and CRM outcomes to support customer analytics and management of multi-channel and across customer lifecycle campaigns and communications: acquisition, cross sell, upsell, retention, win-back and remediation activity.
- Responsible for developing a best practice Analytic and Customer Datamarts & CRM capabilities for the MX. Setting the purpose and vision for the “data intelligence” specialisms for WPB
- Manages and leads the development of sophisticated Analytic Data Marts to be more innovative delivering increased value and data operating efficiencies to the business
- Provides thought and technical leadership in the design & implementation of the next generation of Analytic Platforms, CRM and Data Management capabilities for the MX
- Develops an effective WPB CRM and Data capability for the MX
- Implements a MX roadmap, aligned to the MX business requirements and leveraging the scale of the global CRM, Analytics and Data functions
- Implementation consistent and
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