Senior Manager, Customer Value Management (40001605)

Job Purpose

Implement 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 RBG
•    Implement 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).
•    Involve in identifying 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.
•    Involve in coordinating 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.
•    Invlove in managing 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.
•    Make sure the correct and complete implementation of corporate culture plans; all employees understand and apply consistently corporate cultural values, behavioral standards.
•    Perform other related tasks as requested by the line manager.
 

Key Accountabilities (3)

People management

•    Supervise the formulation and implementation of resource plans (allocation & costs) at the unit.
•    Attract, receive and retain talent in accordance with the organizational culture.
•    Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line.
•    Manage 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 talent development at the unit.
•    Act as a role model and promote corporate culture at function level. 
•    Understand & communicate relevant HR offerings to team members.

Key Relationships - Direct Manager

Director, Customer Value Management (CVM)

Key Relationships - Direct Reports

Members of the CVM function

Success Profile - Qualification and Experiences

Qualifications: 

•    Bachelor's degree or MBA in Economics; Bank; Customer segments or related fields.
•    English Level: According to the Bank's regulations.

Professional Experience: 

•    8+ years of experience in portfolio management, customer engagement management in the finance/banking industry or equivalent organizations.
•    Have at least 4 years of management experience in a professional field or equivalent industry.
•    Have in-depth professional experience in data analysis, building a management reporting system to track performance indicators related to customers.
•    Have the knowledge to read and analyze reports on market research, understand 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 lifecycle value.
•    Experience in project management or E2E management according to the customer journey.
•    Experience and understanding of change management.