Advisor, Customer Value Management (40001641)

Job Purpose

The job holder is responsible for the PnL management of customer segments in line with strategic objectives; coordinate business plan development activities and select priority actions for each period to generate revenue and optimize costs, achieve target profit in line with the bank's strategy, and manage key impact indicators (drivers) by each segment to optimize customer lifetime value (CLV).

Key Accountabilities (1)

Customer Value Management (CVM) for all Customer segments under the management of Division

- PnL management of customer segments in line with strategic objectives; coordinate business plan development activities and select priority actions for each period to generate revenue and optimize costs, achieve target profit in line with the bank's strategy, and manage key impact indicators (drivers) by each segment to optimize customer lifetime value (CLV).

- Identify opportunities and gaps (GAPs) of different categories to come up with success metrics; plan and identify actions to be implemented through close coordination with the Business Analysis unit (BF - Finance) and the DA Division.

- Coordinate with DA Divison in establishing the Next Best Offer (NBO) model and ensure timely implementation, the right interaction channel according to each target customer segment.

- Manage target indicators/customer identification models for segments and sub-segments through making requirements for DA Division to implement.

- Closely coordinate with BF unit to develop an effective customer management reporting system, campaign management, customer lifecycle value management based on customer relationships.

Key Accountabilities (2)

Organizational cultural work

- Ensure management in Division under 3 principles: fairness, transparency and respect.

- Be an example in building and strengthening corporate culture.

- Participate in research, organizing the implementation of initiatives and projects to contribute to the implementation of the strategy of the Division

- Provide expert guidance and coach, guide, and mentor senior officers/officers within the team on the tasks and job skills related to the department's functions and responsibilities.

- Strictly adhere to the Bank's Labor Regulations.

- Perform work in accordance with internal policies, regulations, procedures, and guidelines and commit to service level agreement. (SLAs).

Key Accountabilities (3)

Other duties as required/directed by the direct manager.

Key Relationships - Direct Manager

Head of Strategic Business Planning & Management

Key Relationships - Direct Reports

N/A

Key Relationships - Internal Stakeholders

Units of the Division, relevant TCB units

Key Relationships - External Stakeholders

TCB's customers and business partners

Success Profile - Qualification and Experiences

Qualifications:

• MBA in Economics; Bank; Customer segments or related fields.

• Foreign Language (English): According to the Bank's regulations

Professional Experience:

• 15+ years of experience in portfolio management, customer engagement management in the finance/banking industry or equivalent organizations.

• Have in-depth professional experience in data analysis, building a management reporting system to track performance indicators related to customers.

• Knowledge of reading and analyzing reports on market research, understanding the competitor market..

• Understand the technology and system background and make some requirements for the data analysis team.

• Experience in designing customer retention management frameworks, building customer retention programs and campaigns for each segment based on CVP to optimize customer life cycle value

• Experience in project management or E2E management according to the customer journey.

• Experience and understanding of change management