Omni Channel Manager

PI Business Consulting Limited; Hong Kong; On-site; HKD 600,000 - 1,200,000; Full time

Job summary

PI Business Consulting Limited invites applications for a senior role focused on developing and refining the bank's omni-channel strategy across digital, physical, and emerging channels, ensuring a seamless customer experience and aligned operations across touchpoints.

You will synthesize internal data, analyze channel performance, and translate insights into strategic initiatives with business cases and financial models.

Qualifications

• Bachelor’s degree or higher in Business Administration, Finance, Economics, Statistics, or related disciplines
• 3+ years of relevant banking experience
• Deep understanding of omnichannel ecosystems including digital and physical platforms and customer journey mapping
• Experience in strategic planning, data analytics, channel management, market research, customer journey design or digital transformation is preferred

Responsibilities

• Align with the bank's business and channel strategy across digital, physical and emerging channels
• Develop and refine short-, medium-, and long-term omni-channel strategy
• Ensure seamless integration of customer experience and operations across all touchpoints
• Synthesize and analyze internal data, operational metrics and channel performance
• Translate insights into actionable strategic initiatives with business cases and financial models

Skills

Omnichannel knowledge

Journey mapping

Strategic planning

Data analytics

Education

Bachelor’s degree or higher in Business Administration, Finance, Economics, Statistics

Job description

This role involves developing and refining the bank's omni-channel strategy across digital, physical and emerging channels, ensuring seamless integration of customer experience and operations across all touchpoints. You will identify strategic priorities based on evolving customer behavior, technology trends and competitive landscape.

Key responsibilities

Align with the bank's business and channel strategy, develop and continuously refine the bank's short-, medium- and long-term omni-channel strategy across digital, physical and emerging channels

Ensure seamless integration of customer experience and operations across all touchpoints

Synthesize and analyze internal customer data, operational metrics and channel performance to inform omni-channel strategy

Translate internal channel performance data and business insights into actionable strategic initiatives with business cases, financial models and impact analysis

About you

Degree or above with major in Business Administration, Finance, Economics, Statistics, or related disciplines

More than 3 years of relevant experience in banking industry

Deep understanding of omnichannel ecosystems including digital and physical platforms, customer journey mapping and omni-channel operation model

Experience in strategic planning, data analytic, channel management, market research, customer journey design and/or digital transformation is preferable

Good command of Chinese and English writing and proficient in both spoken English and Chinese (Cantonese and Mandarin)

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