Membership and Engagement Manager

Job Purpose

The Membership and Engagement Manager is responsible for driving membership growth, engagement, and service excellence.  The role enhances HKIB members' value proposition through effective acquisition, retention, and engagement strategies, delivering meaningful professional development, networking opportunities, knowledge sharing and exclusive member benefits that support the development of future-ready banking professionals.

Leveraging CRM, data analytics, and digital tools, the incumbent will strengthen member relationships, optimise the member journey, and foster a vibrant, engaged, and future-ready membership community through professional networking, knowledge sharing, and member engagement.  The role also supports HKIB’s development as a professional banking ecosystem connector through stronger stakeholders’ partnership.

Job Responsibilities

Membership Growth & Engagement

  • Develop and execute integrated strategies to grow, engage, and retain Individual and Corporate Members across different member segments and career stages.

  • Enhance membership offerings, benefits, professional networking, thought leadership, knowledge-sharing and career development initiatives to strengthen member value proposition and support the development of future banker competencies.

  • Analyse member feedback, engagement data  and market trends to identify growth opportunities and improve retention.

  • Design targeted and personalised engagement initiatives that support different member segments and career stages, broadening their industry perspectives and professional horizons.

Stakeholder & Partnership Management

  • Build and maintain relationships with member banks, regulators, universities, professional bodies, and industry partners.

  • Support membership recruitment through strategic engagement of banks, members and other key stakeholders.

  • Develop partnerships that expand membership reach and industry collaboration.

Customer Experience & Service Excellence

  • Lead the Membership and Customer Experience teams in delivering high-quality services.

  • Establish and monitor service standards, customer satisfaction metrics, and continuous improvement initiatives.

  • Oversee member enquiries, feedback, and complaint handling to ensure a positive member experience.

Digital, Data  and Membership Intelligence

  • Drive the effective use of CRM, analytics, and digital engagement platforms.

  • Leverage data and AI-enabled tools to enhance member engagement, personalisation and operational efficiency.

  • Maintain high-quality membership data and provide actionable insights to support management decisions and business planning.

Operations, Projects & Transformation

  • Oversee membership operations, renewals, membership administration, surveys, and process improvements.

  • Lead membership-related projects, digital engagement initiatives and industry initiatives supporting HKIB’s strategic plan.

  • Ensure compliance with governance requirements and service standards.

Job Requirements

Education & Industry Knowledge

  • Degree in Business Administration, Marketing, Communications or related disciplines.

  • Knowledge and exposure to the banking and finance industry is an advantage.

 Strategic Membership & Outreach

  • Minimum 8 years of relevant experience in membership development, event and project management, and stakeholder engagement, with at least 3 years in a managerial role.

  • Proven track record in membership growth, partnership development, and customer engagement.

Leadership & Project Management

  • Strong leadership and ability to supervise membership and customer service teams.

  • Strong project management, analytical, and problem-solving skills.

  • Ability to prioritise, multi-task, and deliver under tight deadlines and pressure.

 Digital & Data-Driven Engagement

  • Hands-on experience with CRM systems, data analytics, and digital engagement platforms.

  • Proficiency in MS Office applications and AI tools.

  • Detail-oriented with high accuracy in execution.

 Communication

  • Excellent communication and writing skills, including proofreading, presentation capabilities, and feedback management.

  • Proficiency in English and Chinese (written and spoken), including Putonghua.