Primary Objectives
• Build, implement, and manage customer policies by segment
• Monitor, evaluate, and report the effectiveness of customer collection programs and policies
• Analyze and segmentate customers
Main responsibilities
Develop and drive BI strategy to promote data- driven decision making and customer- centric approaches
• Formulate and implement a comprehensive business intelligence aligned with the company’s goals
Reporting and Dashboard
• Proactively provide insightful information via reports or presentations
Analyze and segmentate customers
• Based on customer value assessment reports, proactively propose initiatives to develop new customer groups and reduce the churn rate of existing customers and increase the value of the company‘s existing customer
• Develop tools and systems to manage customer data (CRM, CDP), automation tools to attract potential customers (social, referral), and loyalty system (loyalty customer platform)
• Develop a set of customer segmentation criteria and perform customer segmentation in accordance with the business goals of the company/division in each period
• Build customer management and customer segments management reports on diverse criteria (financial and non- financial)
• Develop criteria to evaluate the value customers bring to the company throughout the customer life cycle (Customer Lifetime Value).
• Perform evaluation and analysis of customer data sources including potential and existing customers based on financial and non- financial criteria
Build, implement, and manage customer policies by segment
• Coordinate with other departments to implement and monitor customer management policies
• Develop customer management policies by channel, by management object to increase the value and cohesion of customers with the company
• Develop and implement processes of customer identification, segmentation and allocation according to the approved set of customer segmentation criteria
• Coordinate with related departments/business divisions to implement and monitor the process of identifying, segmenting and allocating customers on the system
Monitor, evaluate, and report the effectiveness of customer collection programs and policies
Manage, delegate, evaluate, train, and develop staff within the functional team to ensure the operation
