Expert, Customer Value Management and Loyalty

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 CustomerEngagement 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. Responsible for providing at least in-depth specialized knowledge for 1 area of expertise as follows:
1.1 Customer Value Management (CVM)
- 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.
- PnL management of customer segments in line with strategic goals; coordinate activities to develop business plans and select priority actions for each period in orderto 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 customerlifetime value (CLV).
- Work closely with the BF unit to develop a reporting system for effective customer management, campaign management, customer lifecycle value management basedon customer relationships..
1.2 Customer engagement (Loyalty management)
- Develop key metrics to manage customer engagement (NPS, engagement metrics, etc.)
- Design and build a customer retention management framework and coordinate with solution units or related units to build customer retention programs and campaignsfor each segment based on CVP to optimize customer lifetime value
- Drive customer loyalty (Loyalty) and customer retention (Engagement) through managing engagement metrics and managing the implementation of a portfolio ofimprovement action
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'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 thedepartment.
3. Other tasks as required/directed by direct manager

13 tháng lương/năm và kèm theo tháng thưởng dựa trên năng lực
,#Làm việc trong môi trường năng động, chuyên nghiệp có nhiều cơ hội thăng tiến
,#Chính sách phúc lợi vượt trội, hưởng theo quy định Ngân hàng

Banking, Customer Service, Customer Relation, Customer Value Proposition, Maintain Customer Relationship