Director, Customer Segmentation and CVP (40000238)

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 solution development; channel management and other related functions to ensure the designed offerings providing products, services fit with CVPs and customer needs.
'- To participate with Strategy team to propose the targeted business model including Sales and Service model for Economic Segment and participate with sale and service model/standard design team to ensure the offerings can be delivered to targeted customers based on CVP.

Key Accountabilities (1)

1. Segmentation
- Identify economic segments and sub-segments.
- Customer Knowledge management, including customer behavior/needs and periodically update customer knowledge through cooperating with related functions to collect, analyze customers information.
- Identify group of customer knowledge to manage and give requirement to related units to collect and analyze
- Participate with Strategy team to propose the targeted business model including Sales and Service model for Economic Segment

Key Accountabilities (2)

2. Customer value proposition (CVP)
- Propose CVP with key offerings for targeted segment (5 components Product, Price, Service, Convenience, Experience)
- Manage CVPs implementation by doing periodically assessment (offering implementation, customer feedbacks, competitors) to make appropriate CVP adjustments, or enrich the knowledge of customers
- Participate in solution team/multifunctional team to design offering/solution in details, and give approval of Offering design và bundle to go to market to ensure they fit with CVP and customers’need.
- Participate with sale and service model/standard design team to ensure the offerings can be delivered to targeted customers based on CVP.

4. Corporate Culture:
- Ensure corporate culture following with 3 principles: fairness, transparency and respect.
- Ensure Role modeling in set up và develop organization culture.
- Ensure to execute the corporate culture program fully, communicate with employees that they understand/apply the behavioral standards, corporate value consistently.
5. Other jobs as required by Senior Director

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.

Success Profile - Qualification and Experiences

- Have a university degree or MBA in Economics; Bank; Customer segment or related fields.
- 12 years of experience in the field of acknowledge customer; customer experience, in the banking industry.
- In charge of the management role at least 06 year in the field of understanding customer segment...
- Experience in build Customer value proposition, oriented key offerings based on CVP
- Experience in managing performance customer indicators
- Experience in market reseach, understanding competitors market..
- Experience in developing business policies/programs, especially customer loyalty
- Understanding in technology platforms, system and give some requirements for data analytics team
- Experience in project management
- Experience and understanding of change management
- English: TOEIC minimum 700 or equivalent