WeLab Bank - (Senior) Manager, Growth & Customer

Job description

WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu) as well as multiple online financial services in Hong Kong, Mainland China, and Indonesia, with over 70 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey. At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab! Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable. Join us to build a better financial future for everyone! About You: You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment You enjoy doing purpose-led and meaningful work You have a strong thirst for knowledge and are driven to find solutions that don't exist yet You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective) You always find a way to get things done without sacrificing the quality of your work, integrity, and values No task is off limits for you You are humble and prioritize the success of the team over your own with an eagerness to help those around you You don't shy away from challenges and can bounce back from setbacks What you’ll do and what success looks like in this role Manage customer segments and portfolios across different lifecycle stages, including onboarding, activation, engagement, growth, retention, and reactivation, to drive customer value and business outcomes. Analyze customer behavior, transaction patterns, product adoption, and digital engagement data to identify customer segments, growth opportunities, and areas for performance improvement. Monitor customer cohort and segment performance through key metrics such as activation, engagement, product penetration, balances, retention, and campaign effectiveness. Develop and execute targeted customer campaigns and communication programs tailored to different customer segments, lifecycle stages, and customer needs. Partner closely with Business Intelligence, Marketing, Digital, Product, and Technology teams to translate customer insights into actionable initiatives and personalized customer journeys. Support customer lifecycle management activities, including onboarding journeys, product cross-sell programs, engagement initiatives, retention campaigns, and win-back strategies. Track campaign and portfolio performance, conduct post-campaign analysis, and recommend optimization opportunities based on customer and business insights. Build customer insights and performance reports for management review, providing data-driven recommendations to improve customer engagement and portfolio growth. Stay informed of market trends, customer behaviors, and competitor activities to identify opportunities for enhancing customer experiences and portfolio performance. Champion a customer-centric and data-driven approach by leveraging analytics and customer feedback to continuously improve customer journeys and outcomes. What is required and what we’re looking for Bachelor's degree in Business, Marketing, Data Analytics, Statistics, Economics, or a related discipline. 5-8 years of experience in customer portfolio management, CRM, lifecycle marketing, customer analytics, product marketing, or growth marketing, preferably within banking, fintech, or financial services. Hands-on experience in customer segmentation, cohort analysis, lifecycle management, and campaign execution. Strong analytical skills with the ability to interpret customer, transaction, and behavioral data and translate insights into business actions. Experience in monitoring customer funnel performance, engagement metrics, retention indicators, and campaign outcomes. Familiarity with CRM platforms, customer journey orchestration, marketing automation, and campaign measurement methodologies. Proven ability to manage end-to-end customer campaigns, from target audience identification and communication planning to performance evaluation. Strong stakeholder management and collaboration skills, with experience working across teams. Understanding of digital banking customer behavior, customer lifecycle management, and customer growth strategies. Experience with Mainland China Visitor segments is an advantage. Fluent in Cantonese, English, and Mandarin. Perks and Benefits to enrich your experience at WeLab: Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc. A big and contagious smile on everyone’s face to make you happier :) WeLab’s Awards & Recognitions: Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong CNBC Disruptor 50: the only Hong Kong-based company on the list Financial Times Asia-Pacific High-Growth Companies: #2 in ranking The Chinese University of Hong Kong “Corporate Innovation Index”: #1 in ranking We offer a competitive salary package to the successful candidate. If you are interested in joining this exciting team, please apply with resume via the "Apply" button below. All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.