The Customer Communications Manager role is based within CMB Marketing UK which is a part of the Global Marketing function.
The role of the Customer Communications Manager is to develop, execute and monitor the impact of multi channel, communications activities to advise, inform and educate customers in the event of bank driven change, industry and regulatory developments. The role is critical to the successful communication of product and bank messaging to inform and up date existing customers as required.
Your responsibilities will include:
lead on customer communications (non marketing) activities
the development of communication frameworks, templates, style and standard content.
working with product, service and business areas to understand key changes and requirements and maintain customer focus
the development of communication messaging across all owned, paid for communication objectives
working with digital teams to deploy owned HSBC digital channels and platforms within the agreed communication strategy and framework.
working with Communications teams outside Marketing e.g. PR, internal comms, sales comms etc to ensure understanding of the content and messaging and impact on own activities.
The ideal candidate for this role will have:
Experience working in relevant environment/s, i.e. CMB
Experience working in relevant market/context, i.e. Financial Services
Past working experience in a relevant role, i.e. direct marketing
Relevant product knowledge including knowledge of CMB products and services is desirable but not essential
Role relevant qualifications, i.e.Degree is desirable but not essential
Past working experience in a relevant role, i.e. Customer Services, CMB Business/product area is desirable but not essential
Past working experience on relevant systems, i.e. Basic understanding of CMB data sources is desirable but not essential
Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
Planned projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques
Proven experience of successful project management, utilising relevant tools and techniques to ensure consistent delivery
A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
In addition to the details listed above, the ideal candidate will have experience of customer services communications and management and a basic understanding of in house or external mailing processes.
The base location for this role is 8 Canada Square, London.
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable, we do the right thing. These are the values that guide us every day. We seek to recruit people who share these values and will help us to sustain them.
Key search words: Customer Communications, development and execution, inidvidual and programme led communications activity, regulatory and mandatory change, product and service change.
Europe-United Kingdom-Greater London-London