Senior Expert, Private and Priority (40001506)

Job Purpose

Responsible for consulting with a high content of knowledge and expertise in Customer Knowledge Management; building a value proposition for the target customer segment; support/advise for direct leadership in orientation on developing solutions; Join the solution design / channel management teams and other units of the Division to ensure the provision of products and services according to customer needs and bring the best experience to customers.

Key Accountabilities (1)

"1.1 Determine customer segment / Customer understanding / Customer value chain
- Being the team's focal point providing knowledge with a high professional content, making prerequisites for relevant departments to conduct surveys and market research on the characteristics, behaviors, and perspectives of strategic customer segments / sub-segments, the purpose of which is to analyze the insights for the PKKH strategy group
- Identifying criteria, building and improving identification processes and models to identify Economic customer segments.
- Identify criteria, develop and improve identification processes and models to identify PKKH sub-sections to choose from
- Governance understanding Customers according to Segment / target sub-segment through coordination with relevant departments to collect and analyze information (analysis) on customer needs, market information and competitors
1.2 Build customer value positioning (CVP)
- As a focal point to give leads to relevant departments to conduct Research factors to assess CVPs orientation for strategic customer sub-segments and target customer segments.
- Build and propose positioning values (CVP) (including 5 components: Product, Price, Service, Convenience, Customer Experience) for segments and target customer segments.
- Participate in designing & proposing offerings packages for each target customer group to meet the CVP and optimize the value of the customer life cycle.
- Participate with solution design teams / channel management and other units of the Division to ensure the provision of products and services according to customer needs and bring the best experience to customers.
1.3 Determine a strategic customer group for business activities from time to time.
- Criteria for identification of tactical PKK subgroups 
- Model to identify periodically operating tactical PKKH subsets 
- List of strategic customer groups periodically identified"

Key Accountabilities (2)

"2. Comply with regulations and develop internal and system relationships: 
- Coordinate with departments within the Division to complete the assigned work 
- Strictly comply with the Bank's Labor Regulation.
- Perform work in accordance with policies, regulations, processes, internal instructions...
- Train, guide and mentor experts / senior specialists / team specialists to perform the above work and professional skills related to the functions and tasks of the department.
3. Other jobs at the request of the Senior Director / Director of Segmentation & Customer Value Positioning."

Key Accountabilities (3)

Key Relationships - Direct Manager

Senior Manager, Customer Segmentation and CVP

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Units in BRG, relevant Divions in TCB

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.
- 12 years of experience in the field related to customer understanding management & customer value positioning; or equivalent financial sectors.
- Experienced in building Customer value proposition, oriented solutions based on CVP
- Have in-depth 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 management or E2E management according to customer journey.
- Experienced in consulting/advising highly specialized in customer segmentation and positioning, having held consulting/advising positions for organizations/enterprises with similar fields.
- English: minimum TOEIC 600 or equivalent