CRM Data Analytics Lead

Some Careers Grow Faster Than Others.

Principal Accountabilities

Impact on the Business: Data, Analytics and CRM Delivery

• Lead the delivery of assigned CRM, Data and Analytics projects across local, regional and relevant global teams.
• Responsible for developing a best‑practice Analytics CoE capability for Vietnam.
• Responsible for the delivery of incremental revenue, cost saving, customer engagement and customer‑experience benefits from analytical initiatives and centrally generated leads.
• Integrate Data and Analytics into customer management, sales and campaign processes.
• Develop and maintain standardized end‑to‑end campaign management, CRM and Analytics processes.
• Lead the establishment of common KPIs and measurements across marketing campaigns and offer strategies.
• Support the Head of Data, Analytics and CRM in establishing Data, Analytics and CRM policies, standards, governance and operating processes.
• Ensure that Data, Analytics and CRM solutions are stable, ready, accurate and fit for business use.

Customers / Stakeholders

• Deliver support to sales channels to create/maintain/expand customer relationships.
• Accountable for delivering and optimizing the use of CRM‑system platform to drive and deliver sales growth, including the use of artificial intelligence of CRMS to build and generate business leads to the respective sales streams.
• Accountable for analytical support of contact strategy.
• Support SVP Head of Data & Analytics to provide system training & refresh training for business users if required.
• Treat customer fairly with integrity.

Leadership & Teamwork

• Lead assigned Data, Analytics and CRM initiatives and coordinate delivery across local, regional and offshore teams.
• Support the Head of Data, Analytics and CRM in leading the Data and Analytics agenda for Vietnam.
• Develop and maintain strong working relationships across country, regional and global teams.
• Lead the development, mentoring, reskilling and upskilling of analysts and other team members.
• Share knowledge and promote best practice across the team.
• Proactively manage assigned initiatives and deliver against agreed timelines.
• Contributing effectively as a team player.
• Support an environment that encourages communication, diversity, continuous learning and collaboration.

Operational Effectiveness & Control

• Assist SVP Head of Data & Analytics to determine the need and monitor our competitive position in complaints within assigned customer segment through market research, data warehouse analysis, complaints data and feedback from other business units and line managers. Support SVP to execute the analysis and use information gathered to develop strategies to optimize customer experience.
• Responsible to building an effective team through communication, knowledge sharing, and development plans. Join up to cultivate an environment that supports diversity and reflects the HSBC brand.
• Responsible for reviewing & improving the process for providing leads sales teams in a timely manner.
• In assigned areas and assigned projects, act as main contact point for ASP on CRM & Analytics related matters.
• Comply with internal control/Compliance policies.
• Responsible for an adequate understanding of all relevant regulations applicable to the business and generally assisting with resolution of compliance related issues.
• Complete tasks and fulfill responsibilities as outlined in CDD LoBP, AML Policy; Sanctions Policy and always stay vigilant to identify and report warning signs to detect, deter and protect customers and the bank from fraud and financial crimes.

Knowledge & Experience / Qualifications

• Having university (BA) or (BS)
• Experience in CRM, Data, Analytics or Information Management, preferably in banking, finance or a related industry.
• Experience in customer segmentation, portfolio analytics, data mining, model building, propensity models, event triggers or customer lifecycle marketing.
• Experience in customer base marketing initiatives and campaign management.
• Experience in developing and delivering analytical capabilities and solutions.
• Experience working with data warehouses such as RDBMS and Cloud.
• Programming languages such as SAS, SQL, R and Python.
• Understanding of predictive analytics and analytical techniques.
• Experience in project management, process improvement and delivery of multiple initiatives.
• Knowledge and skills in CRM and Analytics.
• Excellent analytical and problem‑solving capabilities.
• Strong communication, influencing and interpersonal skills.
• Good time management and the ability to meet tight deadlines and manage multiple tasks.
• Ability to work independently and as a good team player.
• Experience in coordinating local, regional and offshore teams.
• Experience in developing, mentoring, reskilling or upskilling analysts and other team members.
• Understanding of relevant regulatory, Compliance, Information Security and Data Ethics requirements.
• Ability to drive adoption of CRM and Analytics through communication, knowledge sharing and influencing skills.