Senior Expert, Customer Value Management (40001606)

Job Purpose

Responsible for providing high-level knowledge and expertise in building and managing effective customer segment performance metrics aligned with strategic goals; support direct leadership in coordinating planning activities and choosing priority actions in each period to achieve revenue targets, minimize costs, and ultimately achieve profit goals for the customer portfolio in accordance with the bank's strategy.

Key Accountabilities (1)

Customer Value Management (CVM) for the Managed Customer Segment in the Division
•    Manage PnL of the customer segment aligned with strategic objectives; coordinate business planning activities and prioritizes actions for each period to generate revenue, optimize costs, and achieve target profit in line with the bank's strategy. Additionally, manages key driver metrics for each segment to optimize Customer Lifetime Value (CLV).
•    Identifies opportunities and gaps within different portfolios to define success metrics, plans and determines actions to be taken through close collaboration with the Business Analysis (BF - Finance) unit and the DA division.
•    Cooperate with DA to establish Next Best Offer (NBO) models and ensures their timely implementation through the right interaction channels for each target customer segment.
•    Manage customer identification metrics/models for segments and sub-segments by making requests to the DA division.
•    Works closely with BF to develop effective reporting systems for customer management, campaign management, and customer lifetime value management based on customer relationships.
 

Key Accountabilities (2)

Comply with regulations and develop internal relationships and systems

• Collaborate with internal functions within the Division to complete assigned tasks.
• Strictly adhere to the Bank's Labor Regulations.
• Perform work in accordance with internal policies, regulations, procedures, and guidelines and commit to service level agreement. (SLAs).
• Train, guide, and mentor senior officers/officers within the team on the tasks and job skills related to the department's functions and responsibilities.

Key Accountabilities (3)

Other duties as required/directed by the direct manager.

Key Relationships - Direct Manager

Director/Senior Manager, Customer Value Management

Key Relationships - Direct Reports

N/A

Key Relationships - Internal Stakeholders

Units of the Division, relevant TCB units

Key Relationships - External Stakeholders

TCB's customers and business partners

Success Profile - Qualification and Experiences

Qualifications:

•    Bachelor degree or MBA in Economics; Bank; Customer segments or related fields.
•    Foreign Language (English): According to the Bank's regulations 

Professional Experience:

•    12+ years of experience in portfolio management, customer engagement management in the finance/banking industry or equivalent organizations.
•    Have in-depth professional experience in data analysis, building a management reporting system to track performance indicators related to customers.
•    Knowledge of reading and analyzing reports on market research, understanding the competitor market.
•    Understand the technology and system background and make some requirements for the data analysis team.
•    Experience in designing customer retention management frameworks, building customer retention programs and campaigns for each segment based on CVP to optimize customer life cycle value
•    Experience in project management or E2E management according to the customer journey.
•    Experience and understanding of change management