Job Description

If you are looking to excel and make a difference, take a closer look at us The Digital Acquisition Marketing Manager\'s primary responsibility is to manage the digital operations for the Apply@HLB app and HLB Official Store (ie in Shopee Malaysia) in order to maximize commercial performance whilst providing the best customer experience at all stages of the customer journey. The manager is also the custodian of a fully digital deposit product. To take responsibility for meeting acquisition target and customer feedback while monitoring performance throughout the year. Key Responsibilities and Accountabilities Functional Product Management Leads the strategy, planning. delivery, marketing, and in-life optimization of the assigned product Manage product profitability and commercial success - own the business case Provide insight to Management on the product and market Provide product marketing with insights on key differentiators and messages Develops business case for product improvement Channel management To maximize the commercial potential of assigned platforms Generate tactical promotion ideas Perform regular competitor analysis to generate new ideas To liaise with platform PIC (ie. Shopee Malaysia) in order to maximize shop coverage/marketing To become au fait with all aspects of assigned platform and to suggest enhancements to operation workflow To monitor the assigned platforms for bugs and carry out end-to-end testing on fixes Feedback any platform related issues to Head, Product Management (CASA) and create temporary fixes until these are resolved Work with www.hlb.com.my to maximize inbound traffic to assigned platforms Customer Service ( HLB Official Store) To deal promptly and professionally with customer chat enquiries and reviews, at least half of which will be in Mandarin and Bahasa Malaysia Guide and advise potential customers with the aim of converting to purchase Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of HLB Official Store in the customer\'s mind and adhering to the Bank\'s terms & conditions To monitor the online shops for issues which might deter customers from buying and to suggest then implement ways of combating these issues To investigate payment issues and monitor all orders for fraud To request refunds accurately (if necessary) To liaise with the e-Commerce PIC in order to sort out any issues relating to refunds Team Contribute to the work of the team as required, including user acceptance testing (UAT), problem solving, producing reports and presentations, etc Organizational Champion the PFS-Retail Deposit roadmap and delivery both internally and externally Continuous effort to improve business in support of building brand awareness and improving customer experience. Jobholder Requirements Indicate the minimum requirements expected of a jobholder in order to perform the job satisfactorily Education/Qualification Bachelor\'s Degree in Business or related field Min 5+ years of digital product management/development experience Prior experience in consumer banking / e-commerce / wallet (would be an advantage) Strong competency in verbal and written communications Strong analytical skills and data-driven thinking Experience Excellent fluency in written and spoken English and one of the other following languages is essential: CHI & BM Customer service experience and the ability to deal with difficult customers is essential Knowledge of online acquisition specifically e-commerce is highly advantageous Excellent organizational skills and ability to prioritise Excellent Microsoft Office (specifically Excel) proficiency CMS experience desirable Willingness to learn new skills

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