Job Purpose
The Director, Customer Value Management (CVM) is responsible for managing the PnL and Customer Lifetime Value (CLV) of customer segments in alignment with the bank&039;s strategic objectives. This role involves coordinating planning activities, identifying opportunities and gaps within different portfolios, and collaborating with Business Finance (BF) and Data and Analytics (DnA) to optimize customer value.
Key Accountabilities (1)
Customer Value Management (CVM) for all Customer segments under the management of Division
• Manage the customer identification index/model for segments and sub- segments by providing requirements to the DnA team.
• PnL management of customer segments in line with strategic objectives; coordinate business plan development activities and select priority actions for each period to generate revenue and optimize costs, achieve target profit in line with the bank&039;s strategy, and manage key impact indicators (drivers) by each segment to optimize customer lifetime value (CLV).
• Identify opportunities and gaps (GAPs) of different categories to come up with success metrics; plan and identify actions to be implemented through close coordination with the Business Analysis unit (BF- Finance) and the DnA Division.
• Collaborate with DnA Division on the development and implementation of Next Best Offer models. Ensure the right offers are delivered to the right customers at the right time through the right channels.
• Oversee the management of PnL and CLV for various customer segments to ensure alignment with the bank&039;s strategic objectives. Develop and implement strategies to maximize revenue and cost- efficiency, achieving targeted profits by optimizing cost and enhancing the CLV of Customer Segment
• Work closely with various departments including marketing, product development, and customer service to ensure cohesive strategies and initiatives.
• Coordinate with BF to develop customer dashboard performance management systems. Oversee campaign management and relationship- based pricing strategies to enhance customer lifetime value.
• Utilize data analytics to drive insights and decisions that enhance customer value and profitability. Provide data- driven insights and recommendations to senior management for informed decision- making.
• Coordinate planning activities and prioritize actions for each period to maximize customer value. Ensure that all key drivers by segment are managed effectively.
• Develop and refine customer segmentation models to improve targeting and personalization efforts.
Key Accountabilities (2)
Organizational cultural work
• Perform other related tasks as requested by the line manager.
• Make sure the correct and complete implementation of corporate culture plans; all employees understand and apply consistently corporate cultural values, behavioral standards.
• Ensure management in Division under 3 principles: fairness, transparency and respect.
• Be an example in building and strengthening corporate culture.
Key Accountabilities (3)
People management:
• Supervise the formulation and implementation of resource plans (allocation & costs) at the unit.
• Manage function performance & provide feedback regularly (following the annual performance management cycle).
• Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line.
• Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
• Responsible for talent development at the unit.
• Attract, receive and retain talent in accordance with the organizational culture.
• Understand & communicate relevant HR offerings to team members.
• Act as a role model and promote corporate culture at function level.
• Motivate and recognize team members’ contributions towards the team’s shared goals.
Key Relationships- Direct Manager
Higher level by organizational structure
Key Relationships- Direct Reports
Senior Officer/Expert/Senior Expert/Senior Manager, CVM
Key Relationships- Internal Stakeholders
Units of the Division, relevant TCB units
Key Relationships- External Stakeholders
TCB&039;s customers and business partners
