Lead, Customer & Brand Engagement
Application Deadline: 2 September 2025
Department: Marketing
Employment Type: Permanent - Full Time
Location: Hong Kong (SAR)
Description
About MoxMox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.Why MoxEverything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox. Mox rewards you with an array of banking and lifestyle benefits. Who says banking can’t be fun?
What we are looking for?
We’re looking for a Lead – Customer & Brand Engagement to steer how Mox activate, engage, and retain our customers and oversee how we develop and nurture our customer segments. Along the way, you will build a customer obsessed, tech-enabled banking experience that is activated and brought to life with deep local relevance. With more than 650,000 customers since our launch in September 2020, you will be part of a team set to reimagine banking, with the goal of becoming the global benchmark in digital banking.
Responsibilities
- Oversee the bank wide activation and engagement strategies that will help customers maximise their experience and nurture their preference banking with Mox.
- Act as the champion for Mox customers and be the go-to person for all customer management matters, from how we delight them to managing their expectations for unhappy flows.
- Lead brand initiatives and Mox brand standards, ensuring a connected marketing ecosystem that builds both brand equity and brand love.
- Supervise the marketing aspects of customer acquisition, from developing campaign assets to through the post-onboarding activation agenda.
- Collaborate with Design, Data Science, and Product Teams to identify customer management opportunities and gaps, then drive the necessary actions to maintain affinity to Mox and improve NPS.
- Define and execute the activities that will activate, engage, and retain our customers, including the relevant campaigns and customer communications.
- Be both left and right minded – analytical making data driven decisions, complemented with the human touch to empathise and touch our customer’s hearts.
- Take a hands-on approach whenever needed, from drafting customer messages, to taking cross-functional leadership for whatever the calling to ensure the bank is delivering an aligned customer experience.
- Maintain and enforce the marketing governance policies to ensure all activities and deliverables meet expected standards and compliant to applicable regulations and bank processes.
- Be a strong collaborator with excellent stakeholder management and negotiation skills.
Requirements
- Minimum 12+ years of marketing experience with overseeing customer engagement and value management, ideally from banking or loyalty from travel/e-commerce sectors.
- Proven track record in loyalty, segment marketing, customer management, and direct marketing domain.
- Experience with Salesforce Marketing Cloud (or equivalent marketing automation platforms) will be preferred.
- Strong analytical skills and know your way around data and measurement, familiar with Tableau, even better if you can write queries in SQL.
- Attention to detail, organised yet comfortable with ambiguity, with a flexible mindset to work under a fast-paced business and market environment.
- Excellent written and verbal communications in both Chinese and English.