Digital Sales & Engagement Manager (GCB 6)

Digital Sales & Engagement Manager (GCB 6)

In this role, you will:

A. DIGITAL SALE:
Leading all sales management activity for online channels - optimize on funnel (no direct involvment on media), checking the reasons of non-qualified leads, contacted leads, and credit risk
Own the end-to-end digital sales funnel; while working closely with Digital Marketing Manager and CCSS Manager
Expansion of sales funnel to other products e.g. Loans (only ETB customers) - Forsee and plan for future funnel for NTB customers as well
Sales reporting for wider RBWM and Digital stakeholders
Designing the ideal Digital Origination (online end - to - end) journey for customers

KPIs for Digital Sale:
1. achieved KPIs set for credit card generated via Digital funnel by end of 2019.
2. achieved % growth on credit card sold via Rocket and Digital funnel by end of 2020.
3. Increased x% digital sale achieved from 2021 onward
Other relevant KPIS will be further discussed once onboarding.

B. DIGITAL ENGAGEMENT
Managing customer migration activity from traditional channels to digital
Taking responsibility of the digital customer metrics, e.g. digitally engaged, mobile active
Identify digital capability gaps
Improving staff digital engagement
Understand the opportunities to work with external Fintech via partnership and collaboration.

KPis for Digital Engagement;
1. Digital engagement rate increases x% vs current engagement rate in H2 2019.
2. Aim to achieve X% digital engagement by end of 2020; and X% by 2021 onward.
3. increase X% of new users of Internet Banking including Mobile app starting in Q4 2019.

To be successful in the role, you should meet the following requirements:

A. BACKGROUND
• Having working experiences related to online sale - goal oriented, action taken in timely manner and accountable.
Should be familiar with the principle of digital transformation, digital media and business streamlining.
Having media, ecommerce background is a plus; however, any digital sale experiences are welcomed to apply
• Bachelor degree is minimum requirement; any major is welcome (Commercilization, Trading and Technology, digital technical support or eCommerce should be a plus)
• Having experiences in writing business proposal or sale plan.
• Capability in English and Vietnamese writing/speaking are strongly required.
• Willing to take extra miles to handle multi-task digital related.
B. SKILL AND TASKS REQUIRED
1..DIGITAL SALE:
_ Having a clear picture of past and current performance of Credit Card/PIL sold via Digital funnel in order to have an appropriate reflection on the short and long term plan.
_ Working with Rocket project team to initiate the Rocket funnel to propose relevant steps of growing each touch point through out the application journey
_ Coordinating the weekly performance of Digital sale funnel among Digital, Media Marketing and Contact Center - be responsible of annual sale target of credit card and PIL
_ Together with Digital Marketing Manager and Outbound Contact Manager as well as other relevant stakeholders closely measure, track and monitor daily/weekly and monthly each layer of funnel - giving timely advice and action taken are highly required.
_ Working closely with Public Website Management Manager to improve organic traffic (SEO/direct/referal), lead conversion rate, click through action
_ Set clear rules/guidelines to work effectively with related stakeholders or departments.

2. DIGITAL ENGAGEMENT
_ Make a bi-annual study on customer behavior online to propose the appropriate platform enhancement.
_ Coordinate with Platform Manager to propose and drive the technical improvement and better customer experience for Banking 2.0 and Mobile X
_ Drive the growth of digital engagement rate as well as revenue for Mobile application and Personal internet banking.
_ Work with CCSS, Branch network to understand the possibilities of channel migration in order to increase number of new users on the Internet Banking including mobile application.

3. DIGITAL INNOVATION
_ It is a require constant work of exploration on the Digital opportunities, trends and innovation ideas that are relevant and fit with HSBC buisness requirement.
_ Coordinate with stakeholder to drive innitative project implemented in Vietnam (loan origination, ASD phase 2...)