Manager, Customer Relationship Management Analytics

HSBC Global Services Limited • Buffalo, NY

4d

About The Position

The Manager, Customer Relationship Management (CRM) Analytics will be part of a team responsible for managing campaign execution, campaign fulfillment, and campaign tracking/analysis processes for the US International Wealth & Premier Banking (IWPB) business. This role involves partnering with the Group Audit Committee (GAC) Mexico Campaign Management team and supporting project deliverables related to customer communications, campaign analysis, and campaign offer fulfillment. The position requires supporting the end-to-end execution of customer communication and fulfillment projects, gathering requirements from business stakeholders, managing the communications calendar, strengthening quality control and governance processes, designing feasible campaign offers, and ensuring tracking and performance analysis are embedded in campaigns to assess ROI and optimize future CRM communications. Ad-hoc tasks to support team delivery will also be required.

Requirements

• Progressive analytics experience (or equivalent), ideally within CRM, marketing campaign operations, or data analytics.
• Bachelor’s degree required in Business, Statistics, Economics, Finance, Information Systems, or Operations Research.
• Strong quantitative and analytical skills, including database marketing and portfolio management.
• 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.
• Strong working knowledge of SAS & SQL.
• Proven ability to analyze data, generate insights, and provide recommendations.

Nice To Haves

• Experience in the financial services industry preferred but not mandatory.
• Master’s degree preferred.
• Familiarity with campaign execution tools (e.g., PEGA will be a plus).
• Experience working in a cloud environment; exposure to campaign management and CRM decisioning solutions.

Responsibilities

• 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

Benefits

• Tailored professional development opportunities
• Competitive pay and benefits package
• Robust Wellness Hub
• Welcoming and inclusive work environment
• Industry-leading volunteerism policy
• Generous matching gift program
• Comprehensive program of immersive Sustainability and Climate Change Initiatives
• Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Career Level: Manager