Director, Customer Value Management – Corporate Banking

Job Description

Job Purpose

The Director, Customer Value Management (CVM) is responsible for managing the PnL and Customer Lifetime Value (CLV) of customer segments in alignment with the bank's strategic objectives. This role involves coordinating planning activities, identifying opportunities and gaps within different portfolios, and collaborating with Business Finance (BF) and Data and Analytics (DnA) to optimize customer value.

Key Accountabilities (1)

Customer Value Management (CVM) for all Customer segments under the management of Division

• 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).

• Oversee the management of PnL and CLV for various customer segments to ensure alignment with the bank's strategic objectives. Develop and implement strategies to maximize revenue and cost-efficiency, achieving targeted profits by optimizing cost and enhancing the CLV of Customer Segment

• Coordinate planning activities and prioritize actions for each period to maximize customer value. Ensure that all key drivers by segment are managed effectively.

• Identify 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 DnA Division.

• Collaborate with DnA Division on the development and implementation of Next Best Offer models. Ensure the right offers are delivered to the right customers at the right time through the right channels.

• Manage the customer identification index/model for segments and sub-segments by providing requirements to the DnA team.

• Coordinate with BF to develop customer dashboard performance management systems. Oversee campaign management and relationship-based pricing strategies to enhance customer lifetime value.

• Utilize data analytics to drive insights and decisions that enhance customer value and profitability. Provide data-driven insights and recommendations to senior management for informed decision-making.

• Develop and refine customer segmentation models to improve targeting and personalization efforts.

• Work closely with various departments including marketing, product development, and customer service to ensure cohesive strategies and initiatives.

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

Higher level by organizational structure

Key Relationships - Direct Reports

Senior Officer/Expert/Senior Expert/Senior Manager, CVM

Key Relationships - Internal Stakeholders

Units of the Division, relevant TCB units

Key Relationships - External Stakeholders

TCB's customers and business partners

Job Requirement

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:

 •      12+ years of experience in customer value management, financial management, or a related field, preferably within the retail banking sector.

•      Have at least 6 years of management experience in a professional field or equivalent industry.

•      Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies.

•      Experience in 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.

•      Proficiency in CRM software, data analytics platforms, and other customer value management technologies. 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 and change management according to the customer journey.