Head of Client Engagement and Reward/Loyalty Journeys

Standard Chartered Bank; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global financial institution is seeking a visionary Head of Client Engagement & Loyalty Journeys to lead and enhance client experiences across digital platforms. This role encompasses strategic leadership, oversight of offshore teams, and the responsibility to drive loyalty programs. The successful candidate will work closely with various teams to innovate and uplift client engagement, retention, and overall client value in line with the bank's objectives.

Qualifications

• Proven experience in leading client engagement strategies.
• Ability to drive loyalty and reward journeys.
• Strong collaboration skills with cross-functional teams.

Responsibilities

• Lead the design and delivery of client engagement initiatives.
• Ensure operational effectiveness and alignment with standards.
• Champion transformation and cultural alignment within teams.

Skills

Strategic vision

Digital product leadership

Client-centric thinking

Understanding client behaviours

Job description

Head, Client Engagement & Reward / Loyalty journeys

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We are seeking an experienced and visionary Head of Client Engagement, Rewards & Loyalty Journeys for Wealth & Retail Banking. The role is responsible for leading the design and delivery of a holistic client engagement agenda and uplifting experiences across digital assets (Mobile & Web). The role will be accountable not only for driving the loyalty and reward journeys, but also for expanding engagement across the entire client lifecycle. As this is an offshore leadership role, the position carries accountability for all resources in that location (beyond the immediate team), with a clear mandate to address and uplift employee engagement scores

The successful candidate will combine strategic vision, digital product leadership, and client-centric thinking to create experiences that increase adoption, retention, and long-term client value. The role will require in-depth understanding of client behaviours, designing initiatives to enhance engagement and in return deliver sustainable growth across existing clients. Close collaboration with Design, Digital Sales, Product, Segment, Marketing, and Analytics teams will be critical to maximise engagement.

The incumbent will also be expected to provide thought leadership, set governance standards, influence across markets, and act as a senior partner to regional and global leadership. Success in the role will be measured not only by commercial outcomes, but also by material uplift in client engagement, retention, employee satisfaction, and growth in client relationships with the Bank

Role Responsibilities

• Strategic Leadership: Act as a senior thought partner to country and global leadership, shaping the direction of client engagement strategy across multiple markets
• Governance and Oversight: Provide senior level governance across offshore teams, ensuring operational effectiveness, employee satisfaction and alignment with group standards
• Change Leadership: Champion transformation, ensuring cultural alignment, employee empowerment, and execution discipline at scale