Privilege Banking Customer Segmentation Officer

5 days ago

Ho Chi Minh City, Vietnam UOB Vietnam Full time

**About UOB**

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices.

Our history spans more than 80 years. Over this time, we have been guided by our values — Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

**About the Department**

The Retail function provides Personal and Business Banking customers with financial solutions tailored to their needs. We help them manage their money wisely and meet their financial goals through an extensive range of products and services. These include deposit, insurance, secured and unsecured loans, investment and wealth advisory services.

**Responsibilities**:
**_Customer Segmentation Development:_**
- Discover, identify and understand the full life cycle of Privilege Banking (PV) segment and their needs via customer-centric mindset and data analytics to develop campaigns to increase acquisition, retention, and engagement.
- Contribute and assist Segmentation Manager and Segmentation Head to develop, execute, and keep improving customer experience from customer journey to customer onboarding, upgrading and downgrading process.
- Review, maintain, and make suggestion to improve on-going CVPs as well as contribute to launching proposition initiatives for Privilege Banking.
- Propose and prepare customer campaigns from ideas based on insights and proven data to execute, and work with internal parties to prepare legal documents (Cooperation Agreement, Terms & Conditions, campaign policy) for Segmentation Manager and Segmentation Head to review
- Liaise with Marketing Team and partners to produce marketing collaterals (PV website, eDM, leaflet, SMS; produce marketing collaterals to promote PV’s proposition at partner’s such as website banner, Facebook posts, posters, tent cards)
- Work closely with C&D (Branch, Customer Service) to provide best customer service/experience at PV Lounge (including all cash-related, cashless transactions, cash pick-up operations, cards, mobile app)
- Co-manage PV sales kit:

- Be knowledgeable of PV products, procedures, processes, and tools to help PV RMs (existing and new) perform their tasks with customers daily.
- Helping to organize training sessions for product launch, process launch/improvements
- Conduct other tasks assigned by Head of Segmentation and Head of PV to ensure sales support effectiveness, customer service excellence and smooth collaboration between PV sales force, internal departments and with partners

**_Campaign Monitoring:_**
- Service usage (service booking, customer service, customer journey/engagement between customer - PV staffs and partner’s staff)
- Complaint handling
- Monthly reporting - with related parties to consolidate sales/usage reports
- Analysis - with related parties and different sources to analyze demographics, market comparison, market strategies, deals requirements, P&L analysis, partnership ecosystem

**_Event Organizing:_**
- Execute customer and partnership events to support privileged lifestyle pillars of Privilege Banking.
- Post event evaluation and reporting for improvement opportunities

**Job Requirements**
- Bachelor’s degree with minimum of 3-years’ experience in retail banking, retails, consumer finance, or premium lifestyle industry, preferable working with high net-worth or affluent-customer segmentation
- Having creativity or marketing experience is a plus.
- Data analytics and problem-solving skills. Must be attentive to details.
- Self-motivated, pro-active and able to work under pressure and ambiguity
- Result-oriented and well-organized with ability to succeed in a high matrix organization
- Excellent in both verbal and written communication
- Proficient in both English and Vietnamese
- Ability to work in a fast-paced, team-oriented environment.

**Be a part of UOB Family

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