Digital Communications Manager




Digital Communications Manager – Digital Messaging

Job Reference:
Job Title:
Digital Communications Manager – Digital Messaging
Company Name:
Salary Band:
Highly Competitive
Job Level:
Manager / Mid-Level
Job Type:
Full Time
Location / Region:
Central London
Closing Date:

Digital Communications Manager – Digital Messaging : 00009OKE

The Digital Communications Manager – Digital Messaging role is based within HSBC Digital within the Value Added Digital Messaging (VADM) team. The VADM team are responsible for delivery of personalised email, SMS and app messaging.
The role of the Digital Communications Manager – Digital Messaging is to lead a team of digital messaging professionals that enable a personal and relevant banking experience for our customers, focussing on email, SMS and app messaging across the following categories:
Digital Services
Articles / Lifestyle
Know Your Customer
Your responsibilities will include:

Leading VADM activities across Europe the Middle East and Africa (EMEA) with primary responsibility for delivery of personalised and relevant banking communications across email, SMS and app messaging to help drive:
Customer engagement
Digital Transactions
Generation of digital leads and revenue of $200m+
Collaboration with digital and business stakeholders to support VADM adoption globally
Building and leading a high performance team of up to 4 Digital Messaging Specialists and indirect leadership of vendor teams
Ensuring operational governance
Identifying key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate
The internal title for this role is Senior Outbound Messaging Manager.

The ideal candidate for this role will have:
Experience working in relevant Digital messaging / email, SMS and app messaging environments
Experience of Agile working practices
Proven team leadership experience
Past working experience in a relevant consumer-focused digital messaging business
Past working experience on relevant systems, i.e. email delivery platforms (such as Salesforce), SMS and app notification tool and reporting and analytics tools (Adobe Analytics, Google Analytics, Tableau, WebTrends, or other)
Availability to undertake the travel required for this role, i.e. up to 10% of working time is expected to involve travel to other HSBC sites within UK and potentially internationally
Past working experience on relevant systems, i.e. experience of using elements of the Adobe stack including Analytics, Target, Experience Manager, Audience Manager (or other
Data Management Platforms (DMPs)) is desirable but not essential
Experience of using relevant software packages, i.e. awareness/exposure to decisioning platforms and Machine Learning (such as Real Time Interaction Manager (RTIM) or Celebrus or others). is desirable but not essential
Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers
Proven experience of motivating others to deliver exceptional performance and long terms results
A flexible and adaptable management style with experience of developing yourself and others
Built effective networks both internally and externally and created opportunities for others to work collaboratively
Experience of successful budget management and use of numerical data to assesses and report on performance and/or identify business issues and opportunities
The base location for this role is Bluefin Building, Southwark Street, London.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
Key search words: Digital messaging, customer centric, senior, leader, relationship builder, London, email, SMS, in-app and push notifications.

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