Expert, Customer Value Management and Loyalty (40000230)

Job Purpose

Responsible for providing at least high level of knowledge/expertise in a major area of expertise of the department (Customer Value Management/or Customer Engagement Management...); Direct leadership support in coordinating planning activities và selecting priority key actions in each period in order to achieve revenue, maximize costs and thereby achieve profit goals for the Customer portfolio in accordance with the bank's strategy.

Key Accountabilities (1)

1. Responsible for providing at least in-depth specialized knowledge for 1 area of ​​expertise as follows:
'1.1 Customer Value Management (CVM)
- PnL management of customer segments in line with strategic goals; coordinate activities to develop business plans and select priority actions for each period in order to generate revenue and optimize costs, achieve target profits in line with the bank's strategy, and manage Manage key drivers for each segment to optimize customer lifetime value (CLV).
- Identify opportunities and gaps (GAP) of different categories to provide success metrics; Plan and define actions to be taken by working closely with Business Analytics (BF - Finance) and DnA
- Coordinate with DnA in setting up Next Best Offer (NBO) model and ensure timely deployment; Right channel of interaction for each target customer segment.
- Manage target indexes/customer identification models for segments and sub-segments through making requirements for DnA block to implement.
- Work closely with the BF unit to develop a reporting system for effective customer management, campaign management, customer lifecycle value management based on customer relationships..
1.2 Customer engagement (Loyalty management)
- Design and build a customer retention management framework and coordinate with solution units or related units to build customer retention programs and campaigns for each segment based on CVP to optimize customer lifetime value
- Develop key metrics to manage customer engagement (NPS, engagement metrics, etc.)
- Drive customer loyalty (Loyalty) and customer retention (Engagement) through managing engagement metrics and managing the implementation of a portfolio of improvement action

Key Accountabilities (2)

2. Comply with regulations and develop relationships internally and within the system:
- Coordinate with internal departments to complete assigned work
- Strictly comply with the Bank's Labor Regulations.
- Perform work in accordance with policies, regulations, processes, internal guidelines... and commitment to service quality (SLAs).
- Training, guiding and mentoring senior specialists/experts in the group to perform the above tasks and professional skills related to the functions and tasks of the department.
3. Other tasks as required/directed by direct manager

Key Relationships - Direct Manager

Director/Senior Manager, Customer Value Management and Loyalty

Success Profile - Qualification and Experiences

- Have a university degree or MBA in Economics; Bank; Customer segmentation or related fields.
- 8 years of experience in customer portfolio management, customer relationship management in the financial/banking industry or similar organizations.
- Having in-depth professional experience in data analysis, building management reporting systems to track performance indicators related to customers.
- Have knowledge of reading, understanding and analyzing reports on market research, understanding market competitors..
- Understanding of technology platform, system and making some requirements for data analysis team.
- Experienced in designing a customer retention management framework, building customer retention programs and campaigns for each segment based on CVP to optimize customer lifetime value
- Experience in project or E2E design according to customer journey.
- Experience and understanding of change management
- English: According to the regulations of the bank from time to time