Director, Customer Value Management and Loyalty

1 week ago

Hanoi, Vietnam Techcombank Full time

5 Feb 2024**Director, Customer Value Management and Loyalty (40000227)**:

- Category: Retail Banking Group- Job Type:
- Facility: Retail Banking**Job Purpose**:

To manage PnL/CLV of customer segments in line with the strategic objectives; to coordinate planning activities and select prioritized actions for each period in order to gain revenue and optimize cost to achieve the targeted profit accordance with the strategy of the bank, and manage all key drivers by Segment to maximize Customer Lifetime Value.
- To manage customer loyalty through customer engagement index, design framework for customer loyalty management,

**Key Accountabilities (1)**:

1. Customer Value Management (CVM)
- Managing PnL/CLV of customer segments in line with the strategic objectives; to coordinate planning activities and select prioritized actions for each period in order to gain revenue and maximize cost to achieve the targeted profit accordance with the strategy of the bank, and manage all key drivers by Segment to maximize Customer Lifetime Value.
- Identify opportunities and GAPs of different portfolios to provide targeted success metrics (plan and define actions need to be done) by working closely with BF and DnA.
- Collaborate with DnA on Next Best Offer modeling and lead distribution to right place, right time, right channel for customer marketing segments.
- Manage the customer identification index/model for segment, sub-segments by giving requirement for DnA
- Coordinate with BF closely to develope customer dashboard performance management, campaign management, relationship based pricing/customer lifetime value management

**Key Accountabilities (2)**:

2. Loyalty management
- To design/build loyalty framework and coordinate with solution team or related team to setup loyalty program/campaign program for each segment based on CVP to maximize customer lifetime value.
- Develop key index metrics to manage the customer engagement (NPS, Customer engagement index.).
- Boost loyalty and customer retention by managing the customer engagement index and requiring actions to improve.
- Lead RBG Loyalty initiatives engagement

**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.

**Key Relationships - Direct Manager**:
Head of Business Segment

**Key Relationships - Direct Reports**:
Senior manager, Customer Value Management and Loyalty

**Key Relationships - Internal Stakeholders**:
Initiative and cross functional division in RBG division or other division

**Key Relationships - External Stakeholders**:
Customer/ Partner with TCB

**Success Profile - Qualification and Experiences**:

- Have a university degree or MBA in Economics; Finance; Bank; Data Science or related fields. Accredited Professional Finance Certificate
- 12 years of experience in the field of customer porfolio management; Financial analysis/Data in the banking industry;
- At least 6 years of management experience in the same professional field or industry.
- Knowledge of data management; customer index management
- Experience in construction and planning; set a budget and choose priority key action...
- Experience in building and managing performance indicators, building reporting systems; analysis
- Understanding in technology platforms and systems and give requirement for BF and Data Analytics team.
- Experience in customer engagement, setup and build framework for customer loyalty..
- Experience in project management
- Experience and understanding of change management
- English requirement: According to TCB's policy

  • Director, Customer Value Management and Loyalty

    2 weeks ago

    Hanoi, Hanoi, Vietnam Techcombank Full time

    5 Feb 2024Director, Customer Value Management and Loyalty :Category: Retail Banking GroupJob Type: Facility: Retail BankingJob Purpose:To manage PnL/CLV of customer segments in line with the strategic objectives; to coordinate planning activities and select prioritized actions for each period in order to gain revenue and optimize cost to achieve the targeted...

  • Expert, Customer Value Management and Loyalty

    4 weeks ago

    Hanoi, Vietnam Techcombank Full time

    8 May 2024**Expert, Customer Value Management and Loyalty (40000230)**: - Category: Retail Banking Group- Job Type: - Facility: Business Banking**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 Customer Engagement Management...); Direct...

  • Expert, Customer Value Management and Loyalty

    2 weeks ago

    Hanoi, Hanoi, Vietnam Techcombank Full time

    8 May 2024Expert, Customer Value Management and Loyalty :Category: Retail Banking GroupJob Type: Facility: Business BankingJob Purpose:Responsible for providing at least high level of knowledge/expertise in a major area of expertise of the department (Customer Value Management/or Customer Engagement Management...); Direct leadership support in coordinating...

  • Senior Expert, Customer Value Management and

    1 week ago

    Hanoi, Vietnam Techcombank Full time

    3 Feb 2024**Senior Expert, Customer Value Management and Loyalty (40000229)**: - Category: Retail Banking Group- Job Type: - Facility: Retail Banking**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...

  • Senior Expert, Customer Value Management and

    2 weeks ago

    Hanoi, Hanoi, Vietnam Techcombank Full time

    3 Feb 2024Senior Expert, Customer Value Management and Loyalty :Category: Retail Banking GroupJob Type: Facility: Retail BankingJob 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...

  • Senior Officer, Customer Value Management and

    2 weeks ago

    Hanoi, Hanoi, Vietnam Techcombank Full time

    08-Feb-2023Senior Officer, Customer Value Management and Loyalty :Category: Retail Banking GroupJob Type: Facility: Retail BankingJob Purpose:Responsible for ensuring the implementation of the goals of the functional group and assigned tasks, ensuring the overall effective progress of the tasks in the professional operations of the segmentation và customer...

  • Director, Customer Segmentation and Cvp

    2 weeks ago

    Hanoi, Vietnam Techcombank Full time

    19 Jun 2024**Director, Customer Segmentation and CVP (40000238)**: - 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/sub-segment; participate with...

  • Director, Customer Segmentation and Cvp

    2 weeks ago

    Hanoi, Hanoi, Vietnam Techcombank Full time

    19 Jun 2024Director, Customer Segmentation and CVP :Category: Retail Banking GroupJob Type: Facility: Retail BankingJob 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...

  • CRM Executive

    4 weeks ago

    Hanoi, Vietnam OPENASIA Full time

    **WORK LOCATION**: - Ha Noi **JOB LEVEL**: - Experienced (Non - Manager) **JOB TYPE**: - Permanent **QUALIFICATION**: - Bachelor **EXPERIENCES**: - 4 - 5 Years **SALARY**: - Negotiable **INDUSTRY**: - Retail / Wholesale, Customer Service, Advertising / PR / Communications **DEADLINE TO APPLY**: - 05/07/2024 JOB BENEFIT - Laptop - Insurance -...

  • Senior Expert, Business Performance Management

    2 weeks ago

    Hanoi, Vietnam Techcombank Full time

    22 Apr 2024**Senior Expert, Business Performance Management (40000940)**: - Category: Corporate & Institutional Banking Group- Job Type: - Facility: Business Banking**Job Purpose**: The job holder - Responsible for proposing and implementing measures and solutions for effective management of business activities of the Division and for each customer segment...

  • Senior Manager, Customer Segmentation and Cvp

    4 weeks ago

    Hanoi, Vietnam Techcombank Full time

    14-Feb-2023**Senior Manager, Customer Segmentation and CVP (40000239)**: - Category: Retail Banking Group- Job Type: - Facility: Retail Banking**Job Purpose**: - Responsible for building and administering all functions of segment identification and customer value positioning for one or more assigned focus customer segment categories. - Be the person who...

  • Senior Manager, Customer Segmentation and Cvp

    4 weeks ago

    Hanoi, Vietnam Techcombank Full time

    14-Feb-2023**Senior Manager, Customer Segmentation and CVP (40000239)**: - Category: Retail Banking Group- Job Type: - Facility: Retail Banking**Job Purpose**: - Responsible for building and administering all functions of segment identification and customer value positioning for one or more assigned focus customer segment categories. - Be the person who...

  • Customer Success Manager

    4 weeks ago

    Hanoi, Vietnam Tek Experts Full time

    Overview: We’re seeking an organized and detail-oriented customer success professional to join us as a key point of contact for our largest and most complex customers. You will onboard new customers, consult on processes, and instruct customers on best practices to maximize the value of their investment. This role works closely with internal teams to...

  • Director of Product

    3 weeks ago

    Hanoi, Vietnam PERSOLKELLY Vietnam Full time

    **Job description** - Research on customers, competitors in related industries and fields to identify product development strategies to improve customer experience and grow market share, increase quantity and quality of individual customers. - In-depth consulting and strategic product development solutions including market needs, technology trends and...

  • Customer Success Manager

    4 weeks ago

    Hanoi, Vietnam Tek Experts Full time

    Overview: We’re seeking an organized and detail-oriented Customer Success Manager to join us as a key point of contact for our largest and most complex customers. You will onboard new customers, consult on processes, and instruct customers on best practices to maximize the value of their investment. This role works closely with internal teams to ensure...

  • Customer Success Manager

    4 weeks ago

    Hanoi, Vietnam Tek Experts Full time

    Overview: We’re seeking an organized and detail-oriented Customer Success Manager to join us as a key point of contact for our largest and most complex customers. You will onboard new customers, consult on processes, and instruct customers on best practices to maximize the value of their investment. This role works closely with internal teams to ensure...

  • Director of Restaurant

    4 weeks ago

    Hanoi, Vietnam Melia Hotels International Full time

    **_“The world is yours with Meliá”_** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Customer Success Manager

    2 weeks ago

    Hanoi, Hanoi, Vietnam Tek Experts Full time

    Overview:We're seeking an organized and detail-oriented Customer Success Manager to join us as a key point of contact for our largest and most complex customers. You will onboard new customers, consult on processes, and instruct customers on best practices to maximize the value of their investment. This role works closely with internal teams to ensure...

  • Strategic Business Development Director

    3 weeks ago

    Hanoi, Vietnam Monroe Consulting Group Full time

    **Strategic Business Development Director**: - **Sector**: Monroe Information Technology - **Contact**: Kaithlyn - **Client**: Monroe Consulting Group - **Location**: Hanoi - **Salary**: Negotiable - **Expiry Date**: 23 November 2023 - **Job Ref**: BBBH430716_1692955749 International award-winning executive recruitment expert Monroe Consulting Group is...

  • Hn - Senior CRM Executive (Loyalty)

    2 weeks ago

    Hanoi, Hanoi, Vietnam OPENASIA GROUP Full time

    JOB BENEFIT Laptop Insurance Travel opportunities Health checkup Training & Development Salary review Customer database management: Utilize and manage various systems regarding customer database to ensure high quality data as basis for all CRM activities. Manage the loyalty programs through delivering suitable treatment (events, gifts, coupons, etc.) to each...