HSBC Group

Role purpose

The way customers interact with us is changing significantly. The Digital Channels evolution is key in our aspiration to be the best bank for our customers. Our mission is to deliver a sensational customer experience, achieving our growth targets and succeeding with an efficient operation.

The Digital Sales and Acquisition Manager is critical to enable Digital as a core channel for customer acquisition and sales in IWPB, with significant global and cross-business impact.

As part of the Digital Channel team in Mexico, this role will support our digital acquisition by optimizing our digital funnel across all journeys. The key metric is ‘conversion improvement’ (online and offline) and reducing drop-offs and improving customer engagement across Channel digital sales journeys.

To be successful the individual will have a lead a group of initiatives to improve our digital sales funnel management, optimization, and conversion techniques. The individual will have a metrics driven mind-set, demonstrate success in managing funnel performance.

The role holder will be responsible for deploying capabilities, driving conversion and performance improvements needed to hit sales targets and drive actions that deliver incremental conversions, including leveraging physical channels.

Principal Accountabilities and Responsibilities

• Manage the Digital Acquisition process for selected products with an end-to-end vision, from pre-funnel, funnel and post-funnel phases in order to be able to make recommendations for improving processes, optimize digital journeys and adjust value propositions for acquiring customers digitally.
• Generate improved conversion delivery through the digital & physical channel working with Data & Analytics, Marketing, Product, Customer life cycle management, Physical Channels markets and value-streams supporting strategic priorities.
• Deploy best in class digital funnel management and conversion rate optimization across STP and non-STP journeys, for New to bank y Existing to bank.
• Standardize operational processes to ensure adequate funnel measurement and prospect drop-off coverage across Digital Channel sales journeys.
• Improve funnel performance across all traffic sources on public website, Internet Banking and Mobile across all customer and audience segments.
• Feedback insights, recommendations into digital journeys design within VSs to improve sales performance and customer experience.
• Monitor journey experience to influence change, having a holistic view of product and customer conversion paths to identify improvements.
• Work with owners of the source of traffic/leads to ensure traffic delivered into the funnel is delivering a base level of conversion metrics.

Leadership & Teamwork 

• Build strong relationships within country teams and global stakeholders to enable understanding and knowledge of global vision and market considerations to drive product development.
• Drive a culture of high performance and empowerment through effective people management activities and drive-up employee engagement by taking action against agreed priorities in identified action plan.
• Foster a diverse, inclusive, and open environment.
• Proactively provide feedback to team members and coach as appropriate.
• Provide support/guidance/management in all levels.

Role requirements:

• Solid experience (at least 5 years) in digital
• Outstanding relationship skills 
• Fluent in Spanish and English
• Strong influencing skill and stakeholder management skills with ability to influence both internal and external business partners across complex matrix organization.
• Accountable, analytical, data-driven, dare to make judgment call and a problem solver.
• Strong business acumen, and the ability to communicate to executives, business domain stakeholders and technical staff alike.
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes.
• Excellent customer-centric mindset, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of experience.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.