Digital Personalization Manager(Singapore, Australia, UK)

JOB SUMMARY

• This role could be based in Singapore, Australia and UK. When you start the application process you will be presented with a drop down menu showing all countries, Please ensure that you select a country where the role is based.
• The WRB Global Digital Sales team’s objective is to partner with country, product, and technology stakeholders to create programs, content and experiences that will support acquisition and engagement of prospects and customers through SC’s Digital Assets. With a customer centric approach, the team is focused on delivering on the customer intent through its acquisition and deepening strategies while driving profitable acquisitions for the business.

Personalization Manager

• As Lead, you will be responsible for helping our customers discover all Bank products, offers and services by leveraging personalization to recommend the right product through the right channels at the right time. Your objective is to create meaningful and memorable experiences for customer by offering most relevant product or service to customers and ultimately drive conversions. You will review the existing personalization strategy and identify areas of optimization. You will then establish the personalization playbook and propagate best practices to be adopted across markets. You are expected to lead the personalization strategy for SC’s Digital Assets with a good understanding of customer segmentation, data availability, PEGA and offer / treatment approaches that will enhance the engagement levels of our existing customers. 

RESPONSIBILITIES

Strategy

• Shaping the overall personalization strategy, defining, and prioritising key requirements with the Martech and business teams and working with the markets to ensure that their plans are integrated.
• Review existing personalization strategy and identify areas of optimization.
   

Business

• Measuring the success of campaigns so as to understand the impact of personalization and data-driven decisions
• Establish personalization playbook and propagate best practices to be adopted across markets.
• Partner with Retail and Country Analytics team as well as the Martech team to understand customer behaviors, data signals as well as their channel preferences so as to define the recommendation engine’s optimization approach .
• Drive new initiatives for cross-selling and upselling based on segment-level behaviour and preferences. Assess and refine business value and customer value of new initiatives through partnership with Martech partners and Retail Analytics.

Processes

• Develop a deep understanding of PEGA Real-Time Interaction Management (RTIM) and Adobe Customer Data Platform (CDP) to effectively leverage these tools in optimizing digital client journeys.
• Design and implement strategies to present the Next Best Action to customers, enhancing engagement and sales conversion across channels.
• Continuously analyze and refine personalization tactics by utilizing insights from PEGA RTIM, Adobe CDP and other signals from the major platforms driving data-driven decision-making to drive higher conversion and sales .

Regulatory & 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Country Digital Sales and Marketing Teams
• Digital Sales and Marketing 
• Group Retail Analytics 
• Legal and Compliance
• Group DSM Hive 

Other Responsibilities

• Embed Here for good and Group’s brand and values in WRB; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate   

• Bachelor’s degree in Marketing, Communications, Journalism or a related field. Master’s degree preferred.
• 10 plus years’ experience in Martech/ personalization roles and proven experience in personalization leadership roles, preferably in Wealth, Banking or Financial Services industry
• In-depth knowledge on personalization/ martech techniques and hands on experience in executing personalization campaigns in banking / retail / e-commerce industry.
• Strong analytical skills and data-driven mindset to drive results-oriented decisions.
• Good project management skills with an ability to plan, execute, and oversee initiatives to ensure timely completion within budget, and meeting specified interaction goals.
• Strong understanding of Personalization/ Martech strategies and best practices
• Excellent writing, editing and proof reading skills 
• Experience with personalization system and tools like PEGA.
• Strong leadership and team management skills
• Excellent communication and interpersonal skills

Key Competencies:

• Strategic Thinking | Personalization Expertise | Customer Focus | Martech Strategy | Analytical Skills | Leadership and Team Management | Project Management
• The ideal candidate possesses a strong product management background, experience in e-commerce or fintech, and proficiency in data analysis and personalization technologies. Experience in RTIM PEGA and Adobe Campaign Management tools is a Plus.

Role Specific Technical Competencies

• Manage Conduct
• Manage Risk
• Business – Strategy & Business Model (SIF)
• Business – Market Knowledge (SIF)
• Business – Products & Processes
• Business – Manage Change
• Financial – Balance Sheet Management
• Retail Products – CASA & Credit Cards
• Retail Products – Mortgage and Personal Lending
• Retail Products – Payments
• Retail Products – Channel Strategy
• Brand – Marketing Strategies and Channels. 

About Standard Chartered

We’re an international bank, nimble enough to act, big enough for impact. For more than 170 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

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 leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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