Expert, Customer Segmentation and CVP (40000241)

Job Purpose

Responsible for providing at least high level of knowledge/expertise in a key area of expertise of the department (Customer Segmentation/ or Customer Knowledge Management/ or building a value proposition for the division). target customer segment...) ); Support the Director/senior expert when participating in solution design/multiplex management teams and other units of the Division to ensure the provision of products and services in accordance with customer needs and bring provide the best customer experience.

Key Accountabilities (1)

first. Responsible for providing at least in-depth specialized knowledge for 1 area of ​​expertise as follows:
'1.1 Identifying customer segments/Understanding customers/Customer value chain
- Be the focal point of the team to provide knowledge with high professional content, make requirements for relevant departments to conduct surveys and market research on characteristics, behaviors, and views of strategic customer segments/sub-segments, the purpose of which is to analyze insights for the strategic PKKH team.
- Define criteria, build and improve processes and identity models to define Economic customer segments.
- Define criteria, build and improve identification processes and models to identify selected sub-PKKHs
- Managing customer understanding according to target segments/sub-segments by coordinating with related departments to collect and analyze information on customer needs, market information and competitors compete
1.2 Building a customer value proposition (CVP)
- Act as the focal point to give the title to the relevant departments to conduct Research on factors to evaluate the oriented CVPs for strategic customer sub-segments, target customer segments.
- Develop and propose positioning values ​​(CVP) (including 5 components Product, Price, Service, Convenience, Customer Experience) for target customer segments and sub-segments.
- Participate in designing và proposing packages of offerings for each target customer group to meet CVP and optimize customer lifecycle value.
- Join the solution design / channel management teams and other units in the Division to ensure the provision of products and services according to customer needs and bring the best experience to customers.
1.3 Identify strategic customer groups for business activities from time to time.
- Criteria for identifying tactical subgroups of PKKH
- Model of identifying tactical sub-units that operate periodically
- List of periodically identified tactical customer groups

Key Accountabilities (2)

2. Tuân thủ quy định và phát triển mối quan hệ trong nội bộ và hệ thống:
- Phối hợp với các bộ phận trong nội bộ Khối để hoàn thành công việc được giao
- Tuân thủ nghiêm túc Nội quy lao động của Ngân hàng.
- Thực hiện công việc theo đúng chính sách, quy định, quy trình, hướng dẫn nội bộ...
- Đào tạo, hướng dẫn, kèm cặp chuyên gia/chuyên viên cao cấp/chuyên viên trong nhóm để thực hiện các công việc trên và các kỹ năng nghiệp vụ liên quan đến chức năng, nhiệm vụ của bộ phận.
3. Các công việc khác theo yêu cầu của Chuyên gia cao cấp/ Giám đốc quản lý am hiểu khách hàng.

Key Accountabilities (3)

Key Relationships - Direct Manager

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Key Relationships - External Stakeholders

Customer and business partners of TCB

Success Profile - Qualification and Experiences

- Have a university degree or MBA in Economics; Bank; Customer segmentation or related fields.
- 8 years of experience in the field related to customer understanding management và customer value positioning; or equivalent financial sectors.
- Experienced in building Customer value proposition, oriented solutions based on CVP
- Knowledge in 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 or implementation of E2E according to customer journey.
- English: minimum TOEIC 500 or equivalent