Lifecycle Execution:Operationalize lifecycle programs that drive customer engagement and portfolio growth across the policy lifecycle, including onboarding, engagement, cross-sell, retention, and reactivation initiatives
CRM Activation:Lead lifecycle enablement within the customer engagement ecosystem, embedding lifecycle triggers, customer opportunity insights, and advisor engagement tools that supports identifying cross-sell, coverage gap, and repurchase opportunities
Customer Segmentation & Insights:Develop and operationalize advanced customer segmentation frameworks that enable targeted lifecycle campaigns and personalized customer engagement across marketing and distribution channels
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In the role you will: Own client retention, sentiment and referenceability across the AO&M client base, working closely with Product Management, Service Delivery, Technology and Client Management teams to deliver consistently high service standards across SSv products and jurisdictions.
Develop and maintain detailed strategic client and account management plans aligned to broader SSv growth priorities, client objectives and Executive Committee (EXCO) planning, including clear actions, ownership, milestones and measurable outcomes.
Act as the client advocate across SSv, coordinating virtual and geographically dispersed teams to ensure a consistent, joined-up client experience and effective execution of the agreed client and HSBC agenda. Lead proactive issue and service management across products and jurisdictions by directing the appropriate resources, ensuring timely resolution, transparent communication and effective escalation of material risks or concerns.
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