Lead – Customer Engagement & Segment Management
About Mox
Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.
Why Mox
Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox.
Mox rewards you with an array of banking and lifestyle benefits. Who says banking can’t be fun?
Who are we looking for?
We’re looking for a Lead – Customer Engagement & Segment Management to steer how Mox activate, engage, and retain our customers and oversee how we develop and nurture our customer segments. Along the way, you will build a customer obsessed, tech-enabled banking experience that is activated and brought to life with deep local relevance. With more than 550,000 customers since our launch in September 2020, you will be part of a team set to reimagine banking, with the goal of becoming the global benchmark in digital banking.
Responsibilities
- Oversee the customer lifecycle and formulate strategies that will help customers maximise their experience and nurture their preference banking with Mox, ultimately growing their value to drive our business.
- Act as the champion for Mox customers and be the go-to person for all customer management matters, from celebrating their birthday with a partner offer, to managing the experience and expectation for unhappy flows.
- Collaborate with Product Team and Data Science Team to define customer segments and drive the necessary actions to increase customer value and affinity to Mox.
- Lead initiatives partnering with support from Service Design Team and Data Science Team to uncover customer insights and take actions to continuously improve the customer experience and NPS.
- Define and execute the activities that will activate, engage, and retain our customers, including the relevant campaigns and customer communications.
- Orchestrate across parallel brand, partnership, performance, and product marketing activities to maximise synergies and ensure adherence to brand tonality and customer experience strategy.
- Have an entrepreneurial mindset to design, build, and scale customer engagement capabilities at Mox.
- Be both left and right minded – analytical making data driven decisions, complemented with the human touch to empathise and touch our customer’s hearts.
- Partner with the Customer Squad and Marketing Technology Squad to prioritise the product backlog and develop new features to enhance our customer management capabilities.
- Take a hands-on approach whenever needed, from drafting customer messages, to taking cross-functional leadership for whatever the calling to ensure the bank is delivering an aligned customer experience.
- Maintain and enforce the marketing governance policies to ensure all activities and deliverables meet expected standards and compliant to applicable regulations and bank processes.
- Be a strong collaborator with excellent stakeholder management and negotiation skills.
Requirements
- Minimum 12+ years of marketing experience with overseeing customer engagement and value management, ideally from banking or loyalty from travel/e-commerce sectors.
- Proven track record in loyalty, segment marketing, customer management, and direct marketing domain. Experience with Salesforce Marketing Cloud will be a plus.
- Strong analytical skills and know your way around data and measurement, familiar with Tableau, even better if you can write queries in SQL.
- Experience in delivering service design projects will be advantageous.
- Attention to detail, organised yet comfortable with ambiguity, with a flexible mindset to work under a fast-paced business and market environment.
- Excellent written and verbal communications in both Chinese and English.