Job Description

If you are looking to excel and make a difference, take a closer look at us\xe2\x80\xa6

The Digital Acquisition Marketing Manager\xe2\x80\x99s 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

List down the essential duties and responsibilities of the job in the 3 areas below, where applicable.

Functional (job responsibilities)

Product Management

• Leads the strategy, planning. delivery, marketing, and in-life optimization of the assigned product
• Manage product profitability and commercial success \xe2\x80\x93 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\xe2\x80\x99s mind and adhering to the Bank\xe2\x80\x99s 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 (organizational responsibilities)

• 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\xe2\x80\x99s 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

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our \xe2\x80\x9cDigital at the Core\xe2\x80\x9d ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.

Hong Leong Bank