Expert, Customer Relationship Management

18 Jul 2025

**Expert, Customer Relationship Management - Household**:

- Category: Retail Banking Group
- Job Type:

- Facility: Retail Banking

**Job Purpose**:
'The job holder is responsible for building, developing and managing Household customers. Responsible for consulting, sales & servicing, after-sales monitoring, risk management, debt recovery monitoring,... for the assigned Household customers from time to time to in order to achieve the assigned targets.

**Key Accountabilities (1)**:

- 1. UNDERSTAND CUSTOMERS AND MANAGE CUSTOMER PORTFOLIO
- Collect and research comments and sources of potential Household customer (leads) to understand the characteristics, needs, markets, products, competing banks, etc. of the assigned Household customer segment/key customer group;
- Collect and analyze information about existing Household customers, business performance, methods, business plans, financial reports, etc. to understand the characteristics and business models, key success factors and risks of customers, customer needs by segment, key sub-segment of assigned Household, and be able to advise on financial solutions for customers;
- Receive, provide advisory services, develop and manage the Household customer portfolio allocated by micro-area, customers care according to the interaction strategy of each period; evaluate the effectiveness of the customer portfolio; At the same time, build a customer network, expand relationships from existing customer book to exploit and search for potential customers;
- Exploit information, analyze and evaluate the needs of Household customers to understand their comprehensive financial goals, including payment products and services (non-lending), suitable lending products and services (unsecured lending & secured lending); at the same time, carry out up-selling and cross-selling to maximize the number of products customers hold;
- Analyze the products and services that Household customers are using, customer financial indicators to assess the financial health of customers
- 2. UNDERSTAND PRODUCTS AND PRICING
- Understand products, solutions and pricing policies for assigned Customers (Household customers);
- Determine pricing policies and suitable products to advise assigned Customers (Household customers);
- Continuously update knowledge about products, features, benefits, selling points and related policies to advise Household customers;
- Propose and participate in building products, solutions and pricing policies for Household customers with Head Office departments
- 3. CONSULTING, SALES & SERVICES
3.1. Develop sales and customer care plans
- Develop sales planning and customer care plans for assigned Household customers based on business goals and customer portfolio analysis

3.2. Implement sales and customer care plans
- Financial consulting: Consulting on optimal financial solutions for Household customers based on understanding customers and developments in the industry;
- Service quality: Ensuring the provision of products and services according to processes, service quality commitments (TAT, SLA) to convey CVP to customers

Household, contributing to increasing customer experience and satisfaction
3.3. Manage the implementation of sales and customer care plans
- Monitor, evaluate and propose adjustments to the sales and customer care plans for Household customers

**Key Accountabilities (2)**:

- 1. UNDERSTAND CUSTOMERS AND MANAGE CUSTOMER PORTFOLIO
- Collect and research comments and sources of potential Household customer (leads) to understand the characteristics, needs, markets, products, competing banks, etc. of the assigned Household customer segment/key customer group;
- Collect and analyze information about existing Household customers, business performance, methods, business plans, financial reports, etc. to understand the characteristics and business models, key success factors and risks of customers, customer needs by segment, key sub-segment of assigned Household, and be able to advise on financial solutions for customers;
- Receive, provide advisory services, develop and manage the Household customer portfolio allocated by micro-area, customers care according to the interaction strategy of each period; evaluate the effectiveness of the customer portfolio; At the same time, build a customer network, expand relationships from existing customer book to exploit and search for potential customers;
- Exploit information, analyze and evaluate the needs of Household customers to understand their comprehensive financial goals, including payment products and services (non-lending), suitable lending products and services (unsecured lending & secured lending); at the same time, carry out up-selling and cross-selling to maximize the number of products customers hold;
- Analyze the products and services that Household customers are using, customer financial indicators to assess the financial health of customers
- 2. UNDERSTAND PRODUCTS AND PRICING
- Understand