Head of Client Experience Marketing, Executive Director

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. Job Purpose The Head of Client Experience Marketing is responsible for the execution and experience delivery of OCBC’s signature client engagement programs across Global Consumer Financial Services (GCFS), spanning children and youth, mass banking, seniors, Premier Banking and Premier Private Client. Segment owns each program, including its strategic rationale, target audience, proposition, business objectives and overall direction. Client Experience Marketing owns the How, translating that strategy into a distinctive, on-brand client experience through experience design, curation, production, partnerships and content amplification. The role provides specialist expertise and execution leadership to deliver programs consistently, efficiently and to a high standard across CFS. Key Responsibilities Program Execution & Experience Delivery Lead the end-to-end execution of signature client programs owned by CFS Segment teams. Translate Segment and Sales objectives into compelling experiences tailored to the intended audience, from children and young adults to affluent, high-net-worth and intergenerational families. Lead experience design and curation of the events, including program format, speakers, activities, partners, venues and the overall client journey. Oversee production and delivery, including agencies, hospitality, guest experience, logistics and appropriate safeguarding requirements. Establish common experience and delivery standards while ensuring programs are tailored to the needs of each client segment. Develop playbooks, standards and best practices to enable markets including Malaysia, Indonesia and Hong Kong to deliver signature programs consistently, while local markets retain ownership of execution. Manage the cross-segment program calendar and coordinate resources and production requirements across GCFS. Content & Social Amplification Lead the content and amplification approach for signature programs, extending their reach and impact beyond event attendees. Develop content across pre-event, live and post-event stages to drive awareness, engagement and advocacy. Work with internal teams and external agencies to create compelling, shareable and on-brand content and storytelling. Performance & Continuous Improvement Partner with Segment and Sales to define appropriate measures of program effectiveness and provide insights into client experience, participation, engagement and content performance. Recommend improvements to program format, curation and experience based on performance, client feedback and execution learnings. Support Segment in refreshing, scaling or evolving programs, bringing an experience and execution perspective. Build and share best practices across the portfolio to continuously improve quality, efficiency and client impact. Budget, Partnerships & Vendor Management Manage program and experiential marketing budgets within agreed business priorities, ensuring effective allocation, tracking and cost discipline. Build and manage a strong ecosystem of partners across luxury, hospitality, lifestyle, entertainment, content and experiential marketing. Lead agency and vendor selection, negotiation and performance management, while maintaining a strong bench of preferred partners. Stakeholder & Governance Management Partner closely with Segment Heads, Sales, Relationship Managers, Marketing and other stakeholders to deliver programs against intended client and business objectives. Bring creative and execution expertise to program planning, constructively challenging and recommending enhancements where appropriate. Work with Brand, Compliance, Legal, Risk and other relevant functions to ensure programs meet applicable brand, regulatory, safeguarding, gifting and entertainment requirements. Candidate Profile 18+ years of relevant experience in client engagement, experiential marketing, branded programs or premium events, with a strong track record in senior leadership roles. Experience in private banking, premier or priority banking, luxury, hospitality, lifestyle or a comparable premium consumer environment would be advantageous. Proven experience translating business and brand strategies into high-quality experiential programs spanning experience design, curation, production and content amplification. Experience building and evolving recurring experiential platforms or signature programs, rather than solely delivering one-off events. Ability to design experiences for different customer segments and life stages, including affluent, high-net-worth and intergenerational families. Strong experience in content and social amplification, agency management and luxury, hospitality, lifestyle and experiential ecosystem. Excellent senior stakeholder management and influencing skills, with the ability to operate effectively in a complex, matrixed organization where program ownership sits with the business. Polished and credible, with the presence to engage senior stakeholders and clients across all segments, including affluent, high-net-worth and next-generation clients. What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.