Manager - Personal Financial Services (Customer Engagement & Partnerships)

If you are looking to excel and make a difference, take a closer look at us…

Key Responsibilities:
 Drive business growth: Drive growth in credit and debit card retail spend. The candidate will develop and implement strategies to achieve and exceed targets, identify growth opportunities, and recommend agile, out-of-the-box actions.
 Strategic Marketing Planning: Develop and implement comprehensive strategic marketing plans focused on driving credit and debit card spend through impactful merchant partnerships. This includes identifying key opportunities with merchant partners, defining target relevant customer segments, and establishing clear objectives and KPIs.
 Go-to-Market Strategy & Execution: Lead the end-to-end go-to-market launch of partnership initiatives, ensuring seamless coordination across internal teams and external partners. This encompasses campaign development including T&Cs, communication planning, and effective execution working closely with key stakeholders from Legal, Analytics, IT, Compliance, Marcom & agency teams.
 Data-Driven Insights & Analysis: Possess a strong aptitude for understanding and interpreting data. You will be responsible for accessing relevant cardholder retail spend data (including Merchant Category Codes - MCC) from data dashboard and/or requesting data trend from the Analytics team and conducting in-depth analysis to identify key opportunities, and insights related to merchant performance and cardholder behavior.
 Actionable Recommendations: Translate data analysis into clear, concise, and actionable recommendations for partnership campaign mechanics, offers, and programme structures. This includes curating unique and differentiated partnership programmes that position the bank as a leader in the market and provide exceptional value to cardholders.
 Partnership Programme Innovation: Conceptualize and develop innovative partnership programmes and mechanics that stand out from competitors, driving cardholder engagement and spend at participating merchant outlets.
 Flawless Execution & Quality Control: Ensure the meticulous execution of strategic plans and partnership initiatives, maintaining high standards of quality control throughout the process, from concept to launch and ongoing management. Ensure compliance in all internal and external dealings with customers
 Performance Tracking & Optimization: Monitor and track the performance of partnership programmes and campaign mechanics against established KPIs. Provide regular performance reports and data-driven recommendations for adjustments and enhancements to optimize results.
 Collaborative Team Player: Work collaboratively with team members of the Customer Engagement & Partnerships team, providing support and contributing to the holistic success of card usage marketing campaigns and initiatives. To carry out any other duties as directed by the Company Management.
 Extensive Partnership Negotiation: Leverage strong negotiation skills to establish mutually beneficial partnership agreements that align with the bank's strategic objectives and drive card spend.
 Customer-Centric Approach: Maintain a strong customer-centric perspective, prioritizing the cardholder spend journey and experience in the development and execution of partnership initiatives.
 Cross-Selling Opportunities: Identify and capitalize on opportunities to cross-sell the bank's assets and services to merchant partners, driving both card spend and overall value for the bank & partners.

Managerial (team/group responsibilities)
 To put our customers first, strategize end-to-end process and project possible implications
 Provide constructive advice, products and services and always act with the highest level of integrity
 Promote teamwork and treat our teammates with respect
 To embed open communication, transparency & fairness

Organizational (organizational responsibilities)
 Responsibility to our franchise – put HLB’s long term interests ahead of our short-term gain
 Respect the HLB culture and take an active role in the communities
 Provide superior results for our shareholders

Education/Qualification
 Bachelor's degree in Marketing, Business Administration, Finance, or a related field.

Experience

 Minimum of 10-15 years of experience in marketing, partnership management, or business development, preferably within Affluent, Telco, Fintech, financial services or payments industry.
 Familiarity with the Malaysian retail and payments landscape is an advantage.
 A proactive, results-oriented mindset with a strong drive to achieve targets.
 Proven track record of formulating and executing successful marketing plans and go-to-market strategies that drive measurable results.
 Strong analytical skills and the ability to interpret complex data sets to derive actionable insights. Experience working with customer spend data and Merchant Category Codes (MCC) is highly desirable.
 Excellent communication and presentation skills, with the ability to clearly articulate data-driven analysis and recommendations.
 Demonstrated ability to develop and negotiate mutually beneficial partnership agreements.
 Strong understanding of marketing principles, customer segmentation, and campaign management.
 Excellent project management and organizational skills with a strong attention to detail and quality control.
 Proven ability to work effectively in a team environment and collaborate cross-functionally.

Special Skills
 Strong partnership negotiation skills
 Proficiency in English & Bahasa Malaysia.
 Professional presentation of strategic business opportunities derived from Customer Insights
 Keen eye to details (proof reading on partnership contracts, marketing materials etc)