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Business Descriptor:
Role purpose
Drive the delivery of trusted data, actionable analytics and customer lifecycle capabilities for HSBC India’s Brokerage business.
The role will combine data management, business intelligence, customer lifecycle management (CLCM), campaign and marketing execution, and applied data science. The role holder will own the operational flow of customer and campaign data across the lifecycle — from data ingestion and quality controls through segmentation, campaign activation, communication delivery, measurement and optimisation.
The role will work closely with Marketing, Product, Operations, Technology to build effective customer funnels, deliver targeted campaigns and improve acquisition, activation, engagement, trading activity, retention and customer value.
Key responsibilities
1. Customer lifecycle management
- Define and operationalise customer lifecycle journeys across acquisition, onboarding, activation, engagement, conversion, retention and reactivation.
- Develop and monitor customer funnels, including sign-up, onboarding, first transaction, repeat trading, product adoption, engagement and retention.
2. Data pipeline setup
- Manage and monitor data pipelines supporting customer segmentation, campaign triggers, audience creation, delivery and performance measurement.
- Work with Technology and Data Engineering to resolve data-quality issues, breaks in data movement, latency, reconciliation exceptions and incomplete customer records.
- Manage the operating model and business requirements for brokerage platform & 3rd party integrations across data ingestion, segmentation, orchestration, campaign execution, reporting and optimisation.
3. Campaign design & performance
- Set up, coordinate and deliver targeted customer campaigns from brief through to execution, delivery, measurement and optimisation.
- Support campaign orchestration across channels, including push notifications, email, SMS, WhatsApp, mobile and web channels, in-app messages, web messaging and other approved engagement methods.
- Track delivery metrics, engagement, conversion, incremental uplift, trading activity, retention and return on investment where measurable.
4. BI, reporting and business analytics
- Build and maintain recurring MIS, dashboards and management reporting for Brokerage, Marketing and CLCM performance.
- Reports on acquisition, onboarding, activation, engagement, trading activity, retention, reactivation, campaign delivery and channel performance.
5. Applied data science and AI
- Contribute to predictive and behavioural analytics, including propensity, churn or retention risk, product affinity and next-best-action use cases.
- Support the development and monitoring of analytical models in partnership with relevant data science and technology teams.
6. Collaboration, governance and controls
- Coordinate delivery across internal teams and external vendors, ensuring that dependencies, decisions and actions are clearly documented.
- Support appropriate controls for customer data, consent, audience selection, campaign execution, communication delivery and performance reporting.
Required skills and experience
- 7+ years’ experience in data, BI, analytics, data science, customer lifecycle management, marketing technology or related roles; BFSI experience is preferred.
- Strong hands-on SQL capability and experience working with large, complex datasets.
- Working knowledge of Python for analysis, automation and model development is preferred.
- Experience building dashboards and management reporting using Tableau, Power BI or similar tools.
- Practical experience with customer segmentation, lifecycle journeys, campaign setup, campaign measurement and funnel development.
- Demonstrable experience in data science, data profiling & transformation, modelling and translating analytical and modelling outputs into actionable customer lifecycle intervention
- Experience managing data pipelines, data flows, event tracking, feeds, data mappings and data-quality controls.
- Minimum Graduation or as required for the role, whichever is higher
Note:
As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.
Eligibility Criteria
- Pro-tip : Familiarity with AI-enabled tools is an advantage.
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Issued by HSBC InvestDirect Securities (India) Private Limited