Customer Value Management Manager

Job Description

Primary Objectives

• Analyze and segmentate customers

• Build, implement, and manage customer policies by segment

• Monitor, evaluate, and report the effectiveness of customer collection programs and policies

Main responsibilities

1. Develop and drive BI strategy to promote data-driven decision making and customer-centric approaches

• Formulate and implement a comprehensive business intelligence aligned with the company’s goals

2. Reporting and Dashboard

• Proactively provide insightful information via reports or presentations

3. Analyze and segmentate customers

• Perform evaluation and analysis of customer data sources including potential and existing customers based on financial and non-financial criteria

• Develop criteria to evaluate the value customers bring to the company throughout the customer life cycle (Customer Lifetime Value).

• Develop a set of customer segmentation criteria and perform customer segmentation in accordance with the business goals of the company/division in each period

• Build customer management and customer segments management reports on diverse criteria (financial and non-financial)

• Based on customer value assessment reports, proactively propose initiatives to develop new customer groups and reduce the churn rate of existing customers and increase the value of the company‘s existing customer

• Develop tools and systems to manage customer data (CRM, CDP), automation tools to attract potential customers (social, referral), and loyalty system (loyalty customer platform)

4. Build, implement, and manage customer policies by segment

• Develop and implement processes of customer identification, segmentation and allocation according to the approved set of customer segmentation criteria

• Coordinate with related departments/business divisions to implement and monitor the process of identifying, segmenting and allocating customers on the system

• Develop customer management policies by channel, by management object to increase the value and cohesion of customers with the company

• Coordinate with other departments to implement and monitor customer management policies

5. Monitor, evaluate, and report the effectiveness of customer collection programs and policies

6. Manage, delegate, evaluate, train, and develop staff within the functional team to ensure the operation

Job Requirement

Educational level

• Minimum university degree in Computer Science, Analytics, Economics, Banking, Statistics

Knowledge & Experiences

• At least 5 years of experience in research and customer management in the service, retail, financial, and banking industries.

• Have investment in securities, or have knowledge about investment products, financial products

• Have experience in big data analysis, customer database building, and customer research

• Analytical and reporting skills

• Process and customer policies building skills

• Have knowledge of building and using analytical tools like Power BI and SQL

• Project management skills