Director, Customer Segmentation and Cvp

2 weeks ago

Hanoi, Hanoi, Vietnam Techcombank Full time

19 Jun 2024
Director, Customer Segmentation and CVP :

  • Category: Retail Banking Group
  • Job Type:
  • Facility: Retail Banking
    Job Purpose:
  • To identify economic segments/sub segments and responsible for customer knowledge management.
  • To develop and manage customer value propositions for each targeted segments/subsegment; participate with solution development; channel management and other related functions to ensure the designed offerings providing products, services fit with CVPs and customer needs.
'- To participate with Strategy team to propose the targeted business model including Sales and Service model for Economic Segment and participate with sale and service model/standard design team to ensure the offerings can be delivered to targeted customers based on CVP.

Key Accountabilities (1):

  • Segmentation
  • Identify economic segments and subsegments.
  • Customer Knowledge management, including customer behavior/needs and periodically update customer knowledge through cooperating with related functions to collect, analyze customers information.
  • Identify group of customer knowledge to manage and give requirement to related units to collect and analyze
  • Participate with Strategy team to propose the targeted business model including Sales and Service model for Economic Segment

Key Accountabilities (2):

  • Customer value proposition (CVP)
  • Propose CVP with key offerings for targeted segment (5 components Product, Price, Service, Convenience, Experience)
  • Manage CVPs implementation by doing periodically assessment (offering implementation, customer feedbacks, competitors) to make appropriate CVP adjustments, or enrich the knowledge of customers
  • Participate in solution team/multifunctional team to design offering/solution in details, and give approval of Offering design và bundle to go to market to ensure they fit with CVP and customers'need.
  • Participate with sale and service model/standard design team to ensure the offerings can be delivered to targeted customers based on CVP.

Corporate Culture:

  • Ensure corporate culture following with 3 principles: fairness, transparency and respect.
  • Ensure Role modeling in set up và develop organization culture.
  • Other jobs as required by Senior Director

Key Accountabilities (3):

PEOPLE MANAGEMENT

  • Oversee human resources planning and execution (headcount & costs) of their function/ sub
- function

  • Attract, onboard and retain the right talents for a high
- performing team

  • Establish and communicate sub
- function/ function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line

  • Manage sub
- function/ function performance & provide feedback regularly (following the annual performance management cycle)

  • Define team's capability requirements and enable team member's professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
  • Motivate and recognize team members' contributions towards the team's shared goals
  • Responsible for developing talents within the function/ sub
- function

  • Act as a role model and promote corporate culture at function/ sub
- function level

  • Understand & communicate relevant HR offerings to team members.

Success Profile - Qualification and Experiences:

  • Have a university degree or MBA in Economics; Bank; Customer segment or related fields.
  • 12 years of experience in the field of acknowledge customer; customer experience, in the banking industry.
  • In charge of the management role at least 06 year in the field of understanding customer segment...
  • Experience in build Customer value proposition, oriented key offerings based on CVP
  • Experience in managing performance customer indicators
  • Experience in market reseach, understanding competitors market.
  • Experience in developing business policies/programs, especially customer loyalty
  • Understanding in technology platforms, system and give some requirements for data analytics team
  • Experience in project management
  • Experience and understanding of change management
  • English: TOEIC minimum 700 or equivalent

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