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Digital Communications Manager - Digital Messaging

Vacancy has expired

Job Reference:
Job Title:
Digital Communications Manager - Digital Messaging
Company Name:
Salary Band:
Highly Competitive
Job Level:
Manager / Mid-Level
Job Type:
Location / Region:
Central London
Closing Date:


The Digital Communications Manager - Digital Messaging role is based within HSBC Digital within the Value Added Digital Messaging (VADM) team. The VADM team are responsible for delivery of personalised email, SMS and app messaging.

The role of the Digital Communications Manager - Digital Messaging is to lead a team of digital messaging professionals that enable a personal and relevant banking experience for our customers, focussing on email, SMS and app messaging across the following categories:

  • Product
  • Digital Services
  • Articles / Lifestyle
  • Know Your Customer

Your responsibilities will include:


Leading VADM activities across Europe the Middle East and Africa (EMEA) with primary responsibility for delivery of personalised and relevant banking communications across email, SMS and app messaging to help drive:

  • Customer engagement
  • Digital Transactions
  • Generation of digital leads and revenue of $200m+
  • Collaboration with digital and business stakeholders to support VADM adoption globally
  • Building and leading a high performance team of up to 4 Digital Messaging Specialists and indirect leadership of vendor teams
  • Ensuring operational governance
  • Identifying key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate
  • The internal title for this role is Senior Outbound Messaging Manager.



The ideal candidate for this role will have:

  • Experience working in relevant Digital messaging / email, SMS and app messaging environments
  • Experience of Agile working practices
  • Proven team leadership experience
  • Past working experience in a relevant consumer-focused digital messaging business
  • Past working experience on relevant systems, i.e. email delivery platforms (such as Salesforce), SMS and app notification tool and reporting and analytics tools (Adobe Analytics, Google Analytics, Tableau, WebTrends, or other)
  • Availability to undertake the travel required for this role, i.e. up to 10% of working time is expected to involve travel to other HSBC sites within UK and potentially internationally
  • Past working experience on relevant systems, i.e. experience of using elements of the Adobe stack including Analytics, Target, Experience Manager, Audience Manager (or other
  • Data Management Platforms (DMPs)) is desirable but not essential
  • Experience of using relevant software packages, i.e. awareness/exposure to decisioning platforms and Machine Learning (such as Real Time Interaction Manager (RTIM) or Celebrus or others). is desirable but not essential
  • Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers
  • Proven experience of motivating others to deliver exceptional performance and long terms results
  • A flexible and adaptable management style with experience of developing yourself and others
  • Built effective networks both internally and externally and created opportunities for others to work collaboratively
  • Experience of successful budget management and use of numerical data to assesses and report on performance and/or identify business issues and opportunities

The base location for this role is Bluefin Building, Southwark Street, London.


At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Key search words: Digital messaging, customer centric, senior, leader, relationship builder, London, email, SMS, in-app and push notifications.

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