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Leading client engagement & loyalty programs at Standard Chartered, Kuala Lumpur.
Driving digital loyalty journeys across wealth & retail banking.
Job Summary
We are seeking an experienced and visionary Head of Client Engagement, Rewards & Loyalty Journeys for Wealth & Retail Banking. The role is responsible for leading the design and delivery of a holistic client engagement agenda and uplifting experiences across digital assets (Mobile & Web).
The role will be accountable not only for driving the loyalty and reward journeys, but also for expanding engagement across the entire client lifecycle. As this is an offshore leadership role, the position carries accountability for all resources in that location (beyond the immediate team), with a clear mandate to address and uplift employee engagement scores.
The successful candidate will combine strategic vision, digital product leadership, and client‑centric thinking to create experiences that increase adoption, retention, and long‑term client value. The role will require in‑depth understanding of client behaviours, designing initiatives to enhance engagement and in return deliver sustainable growth across existing clients. Close collaboration with Design, Digital Sales, Product, Segment, Marketing, and Analytics teams will be critical to maximise engagement.
The incumbent will also be expected to provide thought leadership, set governance standards, influence across markets, and act as a senior partner to regional and global leadership. Success in the role will be measured not only by commercial outcomes, but also by material uplift in client engagement, retention, employee satisfaction, and growth in client relationships with the Bank.
Key Responsibilities
Strategy & Thought Leadership
- • Strategic Leadership: Act as a senior thought partner to country and global leadership, shaping the direction of client engagement strategy across multiple markets
- • Governance and Oversight: Provide senior level governance across offshore teams, ensuring operational effectiveness, employee satisfaction and alignment with group standards
- • Change Leadership: Champion transformation, ensuring cultural alignment, employee empowerment, and execution discipline at scale
- • Define and uphold a unified vision for client engagement, loyalty, rewards, gamification, and beyond‑banking programs, ensuring alignment with organizational priorities and evolving customer needs
- • Develop and communicate a comprehensive growth strategy, focusing on activation, engagement, and retention
- • Establish industry‑leading engagement and loyalty frameworks that benchmark customer experience, satisfaction, and lifetime value
- • Promote evidence‑based decision making by embedding data, analytics, and customer insights into design, measurement, and refinement of engagement initiatives
- • Identify and unlock growth opportunities through market trends, competitive intelligence, client behaviour analytics, and performance metrics.
Client Engagement & Journey Leadership
- • Define the journey roadmap for holistic client engagement across the client lifecycle ensuring alignment with business and client priorities
- • Create sticky features and experiences (personalized offers, gamification, nudges, milestones, digital touchpoints) that encourage consistent and meaningful engagement
- • Design and deliver lifecycle engagement campaigns across channels (push, in‑app, email) that reactivate, deepen, and retain clients, while building emotional connection to the brand
- • Proactively prevent churn by identifying early disengagement signals and deploying targeted retention interventions
- • Act as the central point of accountability for client engagement, ensuring best‑in‑class customer experience, governance, and alignment with stakeholders
Rewards and Loyalty Journeys
- • End to end accountability for the design, governance and execution of rewards and loyalty journeys across markets
- • Ensure alignment of rewards and loyalty journeys with broader client engagement strategy and the cross‑market growth agenda
- • Lead the end‑to‑end vision and strategy for rewards and loyalty journeys as the bank’s flagship loyalty and engagement program, ensuring it becomes a competitive differentiator and a core pillar of customer value
- • Design and evolve the program architecture, covering earn‑and‑burn mechanics, tiering models, redemption experiences, and exclusive benefits that resonate across diverse customer segments
- • Integrate rewards and loyalty journeys across the client lifecycle, to drive higher engagement and retention
- • Embed personalization at scale by leveraging data, analytics, and AI‑driven insights to deliver tailored rewards, gamification, and contextual offers that deepen emotional connection with the brand
- • Ensure commercial sustainability of the program by balancing customer delight with financial viability
- • Benchmark against global loyalty leaders, continuously enhancing competitiveness through innovation, new engagement mechanics, and industry best practices
- • Measure and communicate program impact by tracking contribution to client acquisition, engagement, retention, and revenue, ensuring Rewards and Loyalty Journeys are recognized as a growth engine for the bank
Collaboration & Stakeholder Management
- • Engage and influence cross‑ function stakeholders (product, segment, digital, data, compliance, technology, design, marketing) to co‑create differentiated and impactful customer experiences
- • Champion governance, compliance and risk management ensuring initiatives protect customer trust and meet regulatory requirements
- • Foster collaboration and transparency across teams and leadership forums ensuring alignment and shared accountability
Commercial Excellence
- • Maintain a strong commercial lens, ensuring engagement initiatives deliver on financial viability, growth, and strategic goals
- • Measure and track business impact by embedding performance metrics and outcome based KPIs
- • Continuously optimize value delivery, balancing customer satisfaction with commercial sustainability
People & Talent
- • Inspire and empower teams to embrace a growth mindset, fostering innovation, trust and accountability
- • Build and develop high performing talent through coaching, mentorship and structured capability development
- • Champion diversity, inclusion and collaboration creating an environment where individuals thrive and flourish
- • Take responsibility for oversight of all offshore hub resources, not limited to immediate team members with a specific mandate to address and improve employee engagement
Key stakeholders
- • Country Heads of Wealth & Retail Banking (WRB)
- • Group and Country Affluent Banking teams, Wealth Management teams, Digital teams, and Product teams
- • Global Head, Digital, WRB
- • Domain Leads and respective Hive Leads, WRB
- • Support Functions - Retail Operational Risk, Retail Banking CFCC, ITO, Finance, GIA etc
Skills and Experience
Leadership & Experience
- • Demonstrated ability to design and deliver client engagement journeys leveraging digital, data, and lifecycle marketing
- • Experience collaborating with diverse stakeholders
- • Expertise in customer‑centric design, product propositions, and journey optimization to drive measurable business impact
- • Strong track record in commercial acumen, ensuring initiatives align with business viability and performance outcomes
Skills & Capabilities
- • Demonstrated strategic and analytical thinking, combined with creativity and innovation
- • Strong communication, stakeholder influence, and interpersonal skills, with ability to manage across senior leadership forums
- • Execution excellence – proven ability to translate vision into action, moving seamlessly from detail to strategy
- • Proficiency in agile delivery, design thinking, and modern engagement methodologies
- • Strong business leadership skills, providing expertise and direction to regional and country teams.
Personal Attributes
- • High energy and resilience; consistently follows through on commitments and drives for exceptional results
- • People leadership and talent development capabilities, with a track record of building, mentoring, and inspiring high‑performing teams
- • Strong relationship‑building and influencing skills, with ability to forge trusted partnerships across internal and external stakeholders
- • Growth mindset, with bias for innovation, collaboration, and continuous improvement
Qualifications
Education & Professional Background
- • Master’s degree in marketing, Business administration, computer science or related discipline
- • Minimum 12+years of experience in marketing, or a similar field, with strong exposure to rewards, cross‑sell, deepening, and engagement‑driven initiatives
- • Significant experience managing large, diverse teams across onshore and offshore locations, with demonstrated impact on employee engagement
- • Proven experience working in international and multicultural environments, with ability to adapt strategies across diverse markets
- • Strong customer centric focus with decent understanding of product propositions and customer journey design
- • Demonstrated strategic thinking and strong analytical skills in combination with innovative thinking
- • Experience in agile delivery and design thinking methodology understanding
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
Flexible working options based around home and office locations, with flexible working patterns.
Proactive wellbeing support through Unmind, a market‑leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first‑aiders and all sorts of self‑help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feel respectful and i can realise our full.