A. 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
B. KEY ACCOUNTABILITIES
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
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 & 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
Human resource management and development within the unit
- Encourage/motivate for employees and setup working enviroment in teamwork, comfortable, creative to increase employee engagement
- Manage resources (develop manpower plans, coordinate human resources, train, develop adjacent staff, develop development roadmaps for employees, develop mechanisms for assignment, recognition and effectiveness evaluation. work results of employees ....), ensuring to maintain adequate and quality resources
- Setup KPI for all employees and tracking performance periodically
- To orient the PDP for employees, coaching/mentor and support employees to develop their career path
C. REQUIREMENTS
Qualifications and Work Experience
- 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
Personal Attributes
Integrity, modest
- Appreciating morality and values; show integrity
- Promote and protect equal opportunities, build diverse groups
- Show commitment to the organization; compliance with the role's legal obligations and security requirements
Take control of personal emotions and keep a professional attitude at work
- Control your emotions and keep a professional and fair attitude in all situations
- Maintain a positive attitude at work; handle criticism and learn from it
Favours changes to new work methods, Innovative thinking and adaptive spirit to constant changes
- Come up with new ideas, approaches or insights; creating innovative products or designs; looking for opportunities to improve
- Accept new ideas and changes, different ways of working between individuals to suit different people or circumstances
