Digital Analytics and CRM Manager

Key Skills

Wordpress, Java Programming, Python Programming, SQL, Tableau, R Programming, SAS, SPSS Statistics, Powerpoint

Job Description

Insurance UK are responsible for the manufacturing, sourcing and supply of insurance products and services for HSBC UK, first direct, M&S Bank and Commercial Banking, with external distribution for a number of product lines under both the HSBC and other brands!

The Digital Analyst is responsible for delivering external channels attribution reporting, data analysis, data visualization and insight to HSBC UK insurance digital team (commercialization and digital product) and the wider HSBC UK insurance teams (products, distribution and underwriting) to maximise revenue generation and business growth.

This role also includes owning the data requirements (data segment creation, audience creation, data cleanse and data enrichments), and execution of the INGB CRM and lead gen programs using Sales Force Marketing Cloud. You will own the data requirements and delivery for the lead generation program, working closely with head of digital, senior commercialisation manager and digital trading manager.

Your responsibilities will include:

• Owning and managing all marketing campaigns technical data requirements across all UK insurance digital channels. This includes tagging, data cleansing, data enrichment, audience creation, data visualisation, data insight generation and sales attribution reporting.
• Ownership of data requirements (data segmentation, audience creation, data cleanse, data enrichment) for UK Insurance CRM and Lead Gen programmes.
• Ownership of CRM and lead gen programmes execution and reporting through SFMC.
• Product owner of Looker dashboard for UK insurance business(INGB).
• Leverage data science to create and capitalize commercial opportunities using data
• To analyse, monitor and evaluate key data to calculate campaign ROI.
• To share marketing campaign KPI reporting and insights.
• To share key business insights using data visualization and data insights.
• Achieve the agreed CRM and lead gen targets with head of digital, senior digital marketing manager and distribution team.
• Being a Looker product subject matter expert by providing answers and trainings to the wider digital and business strategy team.
• Building and maintaining trusted relationships with key internal and external stakeholders, including, wider digital team, wider marketing team, group data team, WPB data team, distribution team, product team, Legal, Risk and Compliance.
• Demonstrating the HSBC Values and Behaviours.
• Driving self-development.
• Drawing on previous learning/experience and proactively sharing information which can benefit or support others.
• Improvements in individual and team performance.
• Displaying a proactive, flexible, adaptable and positive approach.
• Continual assessment, monitoring and reporting of the operational risks associated with the appropriate delivery of new initiatives, maintenance and assessment of existing web product or exiting of products/relationships, taking account of but not exclusive to; changing economic or market conditions/legal and regulatory requirements/operational procedures and restructuring/ new technology/internal audits.
• Demonstrating understanding and adherence to the Governance Process.
• Deliver fair outcome for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Web products are managed in line with agreed governance, with risks and issues identified and managed through to a successful resolution.
• There are no significant breaches of regulatory and legal requirements.
• Support and retain documentation demonstrating adherence to the current governance process.

Requirements

• Excellent hands-on digital analytical skills with proven ability to analyse complex data, identify key trends and opportunities, putting forward hypotheses and delivering recommendations.
• Experience in sales attribution reporting
• Excellent Numerical, Analytical and Presentation skills.
• Excellent Web analytics skills – particularly in Google products
• Proven knowledge and experience of SQL, BI/MIS platforms and other Database/Data Manipulation tools (Alteryx)
• Expertise in data visualization tools and techniques – previous experience with Qliksense, Tableau or similar
• Experience in Sales Force Marketing Cloud is a plus or have the aptitude to upskill quickly
• Strong knowledge of quantitative optimization techniques
• Working knowledge of analytics tools – R/SAS/SPSS/STATA
• Strong experience of MS Office tools: Excel, PowerPoint, Word
• Experience of working with behavioural and attitudinal data/segments and identify patterns on our digital properties
• Experience of manipulating data to create customer led, data driven reports
• Strong understanding digital analytics space including web analytics and clickstream
• Ability to independently drive analytics workstream with minimal oversight
• Good awareness of digital channel, including technical, commercial, aggregators, IFA networks, and customer considerations.
• Innovative – the ability to approach things differently or do different things to deliver goals.
• Awareness of the Multi-Channel and the ability to balance effectiveness in Digital channel with multichannel impact

This role will be based from Whiteley or London.