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 assumes the overall management role for at least one key customer segment portfolio; providing expertise in customer understanding and customer value positioning for the management segment; at the same time censor the development of solutions and implementation of solutions from relevant units to ensure the provision of products/services in accordance with customer value positioning and bring the best experience to customers. Focused customer segments are assigned.

**Key Accountabilities (1)**:

1. Manage all functions of Customer Knowledge Management và build customer value positioning for one or more assigned focus customer segment categories.
1.1 Manage customer insights for one or more customer segmentation categories.
- Manage customer knowledge, including needs/behaviors, and periodically update customer knowledge by coordinating with related units to collect and analyze customer information.
- Identify the customer knowledge group that needs to be managed and send the request to the relevant units to collect and analyze.
- Building a business model for the economic segment in line with Techcombank's general strategy and ensuring the model's implementation in the right direction.

1.2 Build và manage a customer value proposition (CVP) implementation for one or more customer segmentation categories
- Building customer value positioning (CVP) and orienting the main offering solutions for the customer segment under management.
- Establishing requirements for solutions and product packages, leading the product bundling activities for the managed customer segments.
- Manage the implementation of CVPs from the solution design/deployment team to ensure the correct positioning of customer value in the management segment.

1.3 As the person who assumes the overall management role for at least one key customer segment portfolio; providing expertise in customer understanding and customer value positioning for the management segment; at the same time censor the development of solutions and implementation of solutions from relevant units to ensure the provision of products/services in accordance with customer value positioning and bring the best experience to customers. Focused customer segments are assigned.

**Key Accountabilities (2)**:

2. Team building and management
- Encourage and motivate the working spirit of the subordinate team; create a collective working environment where there is always interaction and support for each other and towards the experience and long-term engagement of employees.
- Resource management (developing human resources plans, coordinating human resources, training and developing the next team, developing a development roadmap for employees, building a mechanism for assignment, recognition and evaluation) employee performance....), ensuring adequate retention and quality resources.
- Set KPI for all employees and monitor work performance periodically.
- PDP orientation for employees, coaching/mentoring and supporting employees to develop career path..

4. Organizational culture work:

- Ensure management at the unit in accordance with 3 principles: fairness, transparency and respect
- Be sure to set an example in building organizational culture

5. Perform other related tasks at the request of the Senior Director of segmentation and customer value positioning. Support the Senior Director in coordinating general resources and administering key work tasks of the department from time to time.

**Success Profile - Qualification and Experiences**:

- Have a university degree or MBA in Economics; Bank; Customer segmentation or related fields.
- 10+ years of experience in the field of customer understanding; customer experience in the financial/banking industry.
- At least 6 years of management experience in the same professional field or industry.
- Experienced in building Customer value proposition, oriented solutions based on CVP
- Have knowledge of 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.
- Experience and understanding of change management
- English: Minimum TOEIC 700 or equivalent

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