Manager, Customer Relationship Management Analytics

HSBC; Buffalo (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

HSBC seeks a Manager, CRM Analytics to manage campaign execution, fulfillment and analysis for US Intl Wealth & Premier Banking. You will partner with stakeholders to translate needs into actionable campaign activity and help oversee calendars and governance.

Ideal candidates bring progressive analytics experience in CRM or campaign operations, strong quantitative skills, and familiarity with SAS/SQL in a cloud environment. A master’s degree is preferred.

Qualifications

• Progressive analytics experience in CRM, marketing campaigns, or data analytics.
• Bachelor’s degree in Business, Statistics, Economics, Finance, Information Systems, or Operations Research; Master’s preferred.
• Strong quantitative and analytical skills, including portfolio management and database marketing; familiarity with campaign tools.
• Demonstrated problem solving, planning, project management, and deadline discipline.
• Confident in engaging stakeholders and translating requirements into action.
• High attention to detail with governance and control mindset.
• Experience in a cloud environment; knowledge of SAS & SQL.
• Ability to analyze data, generate insights, and provide recommendations.

Responsibilities

• Support end-to-end execution of customer communications and fulfilment projects.
• Partner with stakeholders to gather requirements and translate into campaign activity.
• Collaborate with Campaign Management to balance capacity and deadlines.
• Strengthen quality control and governance to minimize operational risk.
• Design offers aligned with objectives and feasible to execute.
• Ensure tracking and ROI analysis are embedded to optimize campaigns.
• Contribute to ad-hoc tasks to support team delivery.

Skills

CRM Analytics

Campaign Operations

Data Analytics

Stakeholder Engagement

SQL

SAS

PEGA

Cloud Experience

Education

Bachelor’s degree

Master’s degree

Tools

PEGA

SAS

SQL

Job description

Our purpose - Opening up a world of opportunity - explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We're bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

The individual filling this role, Manager, Customer Relationship Management (CRM) Analytics, will be part of a team managing campaign execution, campaign fulfillment and campaign tracking/analysis processes for the US Intl Wealth & Premier Banking (IWPB) business. This includes partnering with our Group Audit Committee (GAC) Mexico Campaign Management team and supporting project deliverables related to customer communications, campaign analysis and campaign offer fulfillment.

As our Manager, CRM Analytics you will:

• Support the end-to-end execution of customer communication and fulfilment projects, ensuring timelines and deliverables are met
• Partner with business stakeholders to gather requirements, clarify objectives, and translate needs into executable campaign activity
• Work with the Senior Manager, Campaign Management to manage the communications calendar, balancing team capacity with business demand and deadlines
• Follow and help strengthen quality control and governance processes to support error-free campaign delivery and minimize operational risk
• Collaborate with stakeholders to design campaign offers that align with business objectives and are feasible to execute and fulfil within the Data & Analytics (D&A) Campaign Management operating model
• Help ensure tracking and performance analysis are embedded in campaigns to assess Return on Investment (ROI), capture learnings, and optimize future CRM communications
• Contribute to ad-hoc tasks as required to support team delivery

You’ll likely have the following qualifications to succeed in this role:

• Progressive analytics experience (or equivalent), ideally within CRM, marketing campaign operations, or data analytics. Experience in the financial services industry preferred but not mandatory
• Bachelor’s degree required in Business, Statistics, Economics, Finance, Information Systems, or Operations Research. Master’s degree preferred
• Strong quantitative and analytical skills, including database marketing and portfolio management; familiarity with campaign execution tools (e.g., PEGA will be a plus)
• Demonstrated strength in problem solving, planning, project management, decision-making, communication and delivering to deadlines
• Confident engaging stakeholders—able to ask the right questions, challenge constructively, and translate requirements into action
• High attention to detail and a quality-first mindset, with strong control and governance discipline
• Able to prioritize effectively, manage competing demands, and keep work moving across multiple deliverables at pace
• Experience working in a cloud environment; exposure to campaign management and CRM decisioning solutions. Strong working knowledge of SAS & SQL
• Proven ability to analyze data, generate insights, and provide recommendations

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC's engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You'll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

The final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.