Customer Communications Manager
HSBC 3,441 reviews - London

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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.

Job Field



Primary Location


Europe-United Kingdom-Greater London-London






Day Job

Job Posting


20-Aug-2013, 14:34:52

Unposting Date


02-Sep-2013, 23:59:00

About this company
3,441 reviews
HSBC was set up in Hong Kong and Shanghai in 1865 to finance trade between China and Europe, with an office opening in London the same year....