Senior Manager Usage & Retention HSBC Dubai UAE

HSBC is presently hiring suitably qualified and experienced candidate for the job role of Senior Manager Usage & Retention. The role holder will lead our portfolio management activities for Credit Cards and Loans. It is a leadership role that is also accountable for developing and embedding the company portfolio management strategy.

Responsibilities of Senior Manager Usage & Retention

• Agree and oversee commercial execution plans, achieving agreed spend and retention outcomes.
• Closely work with D&A to develop segment-based Usage programs/campaigns.
• Leverage trigger events like festive or sports to engage customers to grow Usage on Credit Cards.
• Closely work with the Partnership team to define trigger events, needs, and types of partnerships needed to bring to the clients.
• Grow penetration of Card added to the wallet, aligned to the Top 3 banks’ average.
• Track and grow spend share.
• Work with Product, Marketing, D&A, CLCM to grow Spend Activations for all Credit Card offerings.
• Drive cost efficiencies across Usage programs.
• Improve customer experience across all our commercial activities.
• Track and manage the relevant performance indicators vs benchmarks.
• Drive Spend Growth actions to grow customer level and total spend higher than the market average.
• Grow ancillary products adoption – Supplementary cards penetration through both New to Bank and Existing Customers and Upgrade program to drive engagement-led Spend growth.

Requirements of Senior Manager Usage & Retention

• Bachelor’s Degree is a must to obtain UAE work permit.
• 6-7 years of experience in defining and delivering customer lifecycle management capabilities.
• Prior experience in strategy development to ensure the most optimal customer experience.
• Demonstrable experience developing solutions and journeys to meet customer needs.
• Demonstrable experience in driving product change/transformation initiatives.

Skills and Knowledge Desired