Job Description

Role Responsibilities
The Segment Management Manager supports the Segment Head in the growth of the general mass segment clients by fundamentally driving, re-shaping and improving the distribution model; acquisition and retention of new and existing customers while reducing the cost of distribution and servicing.

• Develop communication strategies (define type of messages and when to deliver), creative ideas and multi-channel content for customer life-cycle management, campaigns to strengthen engagement and new sales with customer segments.
• Understanding of customer segment including demographics, customer journey touchpoints, financial needs / product gaps to generate actionable insights for internal stakeholders.
• Collaborate with product owners and marketing team to create contents, execute and optimise campaigns / initiatives to achieve business objectives.
• Identify customers with high lifetime value and use marketing / digital tools to keep customers engaged and moving through the conversion funnels.
• Build holistic engagement activity calendar across products / services to optimise customer lifecycle value.

Segment Proposition

• Analyse client needs and technological trends in the market to identify, test and evaluate opportunities.
• Carry out competitor analysis and client research.
• Deployment of segment value proposition and its enablers ensuring the delivery of CVP.
• Implement client engagement programs and use voice of client to champion needs of clients and enhance client experience.

Marketing

• Own and monitor the marketing spends and campaigns to support the segment strategy.
• Ensure appropriate deployment of client collateral planning.
• Own the Personal Banking segment website contents and ensure contents are up-to-date.

Acquisition and Activation Strategy

• Implement acquisition programs.
• Deploy multi-channel client contact and engagement management strategies.
• Implement and deliver the new-to-bank leads strategies.
• Implement the 90-day on-boarding and activation plan for all new-to-bank Personal Banking clients.

Client Deepening

• Identify customers with high lifetime value and use marketing / digital tools to keep customers engaged and moving through the conversion funnels.
• Deploy the segment defined client journeys.
• Implement full client lifecycle programs across early activation, balance build and deepening.
• Manage processes and programmes for up-sell, delivering the desired level of client experience.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group\'s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank\'s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

• Client Relationship Management
• Client Acquisition Management
• Retail Products
• Digital Banking
• Retail Banking Marketing
• Business Analytics and Performance Management
• Customer Experience, Process and Governance
• Retail Banking Compliance
• Retail Banking Legal

Our Ideal Candidate
5 years of experience in the retail / consumer segment. With recent experience in a retail segment. propositions position with strategic and administrative background will be a strength.

• University degree or comparable business experience.
• Strong analytical abilities and creative energy.
• Team player preferred.

Role Specific Technical Competencies

• Data analytics and visualizations
• Project planning / management
• BI tools and applications
• Productivity software - Microsoft office suite

About Standard Chartered
We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity , together with our brand promise, to be here for good are achieved by how we each live our valued behaviours . When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers

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