WeLab Bank - (Senior) Manager, Customer Proposition

WeLab; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Benefits offered by this job

Learning stipend

Wellness program

Open plan office

Free food and drinks

Flexible time off

Job summary

WeLab in Hong Kong is seeking an experienced Senior Customer Proposition and Growth Lead to drive end-to-end campaigns, onboarding, activation, and retention across a fast-paced fintech ecosystem. You will work closely with Marketing, Product, Digital, BI, Technology and Operations to craft compelling journeys that move the needle.

The role requires a Bachelor’s degree in Business or related field and 8+ years in customer lifecycle marketing, CRM, or product marketing within banking or fintech.

Qualifications

• Bachelor’s degree in Business, Marketing, Economics, Data Analytics or a related discipline.
• 8+ years of experience in customer proposition, portfolio management, CRM, lifecycle/growth marketing, customer acquisition or product marketing.
• Strong understanding of customer lifecycle management and retention.
• Proven experience in campaigns and communications, including measurement and optimization.
• Strong data analytics skills; Tableau or similar data visualization tools advantageous.
• Excellent stakeholder management and cross-functional collaboration.
• Fluent in Cantonese, English and Mandarin.

Responsibilities

• Drive customer growth across the lifecycle from acquisition to retention and anti-attrition.
• Lead customer campaigns and communications from proposition development to targeting and evaluation.
• Develop acquisition strategies across digital, referral and partnerships.
• Strengthen engagement through onboarding, activation, cross-sell and balance growth.
• Drive onboarding, anti-attrition and offboarding journeys.
• Collaborate with Marketing, Product, Digital, BI, Technology and Operations to deliver measurable outcomes.
• Stay compliant with cross-border and financial crime risk requirements.

Skills

Data analytics

Lifecycle marketing

Stakeholder mgmt

Communication

Cantonese/English/Mandarin

Education

Bachelor’s degree in Business/Marketing/Economics/Data Analytics or related

Tools

Tableau

Job description

WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu) as well as multiple online financial services in Hong Kong, Mainland China, and Indonesia, with over 70 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey.

At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab!

Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable.

Join us to build a better financial future for everyone!

About You:

• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment
• You enjoy doing purpose-led and meaningful work
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet
• You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective)
• You always find a way to get things done without sacrificing the quality of your work, integrity, and values
• No task is off limits for you
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you
• You don't shy away from challenges and can bounce back from setbacks

What you’ll do and what success looks like in this role

• Drive customer growth across the lifecycle, developing strategies from account acquisition and activation to relationship deepening, retention and anti-attrition

• Lead customer campaigns and communications, from proposition and offer development to targeting, execution and performance evaluation

• Develop customer acquisition strategies across digital, referral, partnership and other relevant channels to drive quality customer growth

• Strengthen customer engagement and relationship value through onboarding, activation, cross-sell, balance growth and retention initiatives

• Drive the development of digital onboarding, anti-attrition and offboarding journeys

• Collaborate across Marketing, Product, Digital, BI, Technology and Operations to deliver customer propositions, campaigns and journeys that drive measurable business outcomes

• Stay on top of compliance requirements, in particular those related to cross-border activities and financial crime risks, and take timely action to mitigate relevant risks posed to the bank, where appropriate

What is required and what we’re looking for

• Bachelor’s degree in Business, Marketing, Economics, Data Analytics or a related discipline

• 8+ years of experience in customer proposition, portfolio management, CRM, lifecycle/growth marketing, customer acquisition or product marketing, preferably in banking, fintech or financial services

• Strong understanding of customer lifecycle management, including acquisition, onboarding, activation, engagement, relationship deepening and retention

• Proven experience in customer campaign and communication management, including targeting, proposition development, execution and performance evaluation

• Strong data analytics skills; hands-on experience with Tableau or other data visualization tools would be an advantage

• Strong stakeholder management and communication skills, with experience working effectively across business, marketing, product and technology teams

• Good understanding of digital banking and customer behavior; experience with Mainland China Visitor segments would be an advantage

• Fluent in Cantonese, English and Mandarin

Perks and Benefits to enrich your experience at WeLab:

• Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn
• Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends
• Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge
• Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc.
• A big and contagious smile on everyone’s face to make you happier :)
  

WeLab’s Awards & Recognitions:

• Asia Banking FinanceRetail Banking Awards:Virtual Bank of theYear-Hong Kong
• CNBC Disruptor 50:the only Hong Kong-based company on the list
• Financial TimesAsia-Pacific High-Growth Companies:#2in ranking
• The Chinese University of Hong Kong“Corporate Innovation Index”:#1inranking
  

We offer a competitive salary package to the successful candidate.

All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.