Senior Expert, Customer Segmentation and Cvp

2 weeks ago

Hanoi, Hanoi, Vietnam Techcombank Full time
13-Feb-2023**Senior Expert, Customer Segmentation and CVP **:

- Category: Retail Banking Group- Job Type:
- Facility: Retail Banking**Job Purpose**:
Responsible for consulting with a high content of knowledge and expertise in Customer Knowledge Management; building a value proposition for the target customer segment; support/advise for direct leadership in orientation on developing solutions; Join the solution design / channel management teams and other units of the Division to ensure the provision of products and services according to customer needs and bring the best experience to customers.

**Key Accountabilities (1)**:

1.1 Xác định phân khúc khách hàng/Am hiểu khách hàng/ chuỗi giá trị của Khách hàng
- Là đầu mối của team cung cấp các kiến thức với hàm lượng chuyên môn cao, đưa ra các yêu cầu đầu bài cho các bộ phận có liên quan để thực hiện các khảo sát và nghiên cứu thị trường về đặc điểm, hành vi, và quan điểm của các phân khúc/ tiểu phân khúc khách hàng chiến lược, mục đích để phân tích được các insights cho nhóm PKKH chiến lược
- Xác định tiêu chí, xây dựng và cải thiện các quy trình và mô hình nhận diện để xác định phân khúc khách hàng Kinh tế.
- Xác định tiêu chí, xây dựng và cải thiện các quy trình và mô hình nhận diện để xác định các tiểu PKKH lựa chọn
- Quản trị am hiểu Khách hàng theo Phân khúc/tiểu phân khúc mục tiêu thông qua phối hợp với các bộ phận liên quan để thu thập, phân tích thông tin (analysis) về nhu cầu khách hàng, thông tin thị trường và đối thủ cạnh tranh

1.2 Xây dựng định vị giá trị khách hàng (CVP)
- Là đầu mối để đưa ra đầu bài cho các bộ phận có liên quan để tiến hành Nghiên cứu các yếu tố để đánh giá các CVP định hướng cho các tiểu phân khúc khách hàng chiến lược, phân khúc khách hàng mục tiêu.
- Xây dựng và đề xuất các giá trị định vị (CVP) (gồm 5 cấu phần Sản phẩm, Giá, Dịch vụ, Sự thuận tiện, Trải nghiệm KH) cho các phân khúc, tiếu phân khúc khách hàng mục tiêu.
- Tham gia thiết kế và đề xuất gói offerings dành cho từng nhóm KH mục tiêu đáp ứng CVP và tối ưu hóa giá trị vòng đời khách hàng.
- Tham gia cùng các nhóm thiết kế giải pháp/ quản lý hợp kênh và các đơn vị khác thuộc Khối nhằm đảm bảo cung cấp những sản phẩm, dịch vụ theo đúng nhu cầu khách hàng và mang lại trải nghiệm tốt nhất cho khách hàng.

1.3 Xác định nhóm khách hàng chiến thuật cho các hoạt động kinh doanh theo từng thời kỳ.
- Các tiêu chí xác định các nhóm tiểu PKKH chiến thuật
- Mô hình nhận diện các tiểu PKKH chiến thuật vận hành định kỳ
- Danh sách các nhóm khách hàng chiến thuật được xác định định kỳ

**Key Accountabilities (2)**:

2. Tuân thủ quy định và phát triển mối quan hệ trong nội bộ và hệ thống:

- Phối hợp với các bộ phận trong nội bộ Khối để hoàn thành công việc được giao
- Tuân thủ nghiêm túc Nội quy lao động của Ngân hàng.
- Thực hiện công việc theo đúng chính sách, quy định, quy trình, hướng dẫn nội bộ...
- Đào tạo, hướng dẫn, kèm cặp chuyên gia/chuyên viên cao cấp/chuyên viên trong nhóm để thực hiện các công việc trên và các kỹ năng nghiệp vụ liên quan đến chức năng, nhiệm vụ của bộ phận.

3. Các công việc khác theo yêu cầu của Giám đốc cao cấp/Giám đốc phân khúc và định vị giá trị khách hàng.

**Success Profile - Qualification and Experiences**:

- Have a university degree or MBA in Economics; Bank; Customer segmentation or related fields.
- 12 years of experience in the field related to customer understanding management và customer value positioning; or equivalent financial sectors.
- Experienced in building Customer value proposition, oriented solutions based on CVP
- Have in-depth knowledge in reading, understanding and analyzing reports on market research, understanding market competitors..
- Understand the technology platform, system and make some requirements for the data analysis team
- Experience in project management or E2E management according to customer journey.
- Experienced in consulting/advising highly specialized in customer segmentation and positioning, having held consulting/advising positions for organizations/enterprises with similar fields.
- English: minimum TOEIC 600 or equivalent

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