Senior Expert, Customer Value Management and Loyalty

Job Purpose
Responsible for providing knowledge, high expertise in building and managing the performance indicators of the Customer Segment in accordance with strategic goals; 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&039;s strategy.
Key Accountabilities (1)
1 Customer Value Management (CVM)
- Managing PnL 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&039;s strategy, and manage Manage key drivers for each segment to optimize customer lifetime value (CLV).
- Coordinate with DnA in setting up Next Best Offer (NBO) model and ensure timely deployment; Right channel of interaction for each target customer segment.
- 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
- 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..
2 Loyalty management
- Drive customer loyalty (Loyalty) and customer retention (Engagement) through managing engagement metrics and managing the implementation of a portfolio of actions to improve
- Lead customer retention initiatives in division.
- 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.)
Key Accountabilities (2)
Comply with regulations and develop relationships internally and within the system:
- Perform work in accordance with policies, regulations, processes, internal guidelines... and commitment to service quality (SLAs).
- Strictly comply with the Bank&039;s Labor Regulations.
- Coordinate with internal departments to complete assigned work
- 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.
Other tasks as required/directed by the direct director.

Success Profile- Qualification and Experiences
- Have a university degree or MBA in Economics; Bank; Customer segmentation or related fields.
- Have knowledge of reading, understanding and analyzing reports on market research, understanding market
- 12 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.
competitors..
- Experience in project or E2E design according to customer journey.
- 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
- Understanding of technology platform, system and making some requirements for data analysis team.
- English: According to the regulations of the bank from time to time
- Experience and understanding of change management

Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương

Cập nhật gần nhất lúc: 2024-05-21 18:10:05