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Work Location Ha Noi (Hai Ba Trung District)
Job Level Department Manager
Job Type Permanent
Qualification Bachelor
Experiences 5 - 10 Years
Salary Negotiable
Industry Securities, Banking
Deadline to Apply 30/09/2023
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Job Benefit

  • Insurance
  • Travel opportunities
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review

Job Description

Job purposes:

Responsible for developing the customer retention strategy and managing the delivery through various customer value management activities.

Key Responsibilities:

Key Accountabilities 1: Strategy and Planning (15%)

  • Develop the customer retention strategy to optimize key performance indicators including customer lifetime values, retention/ churn levels and average revenue/ profit per customer;
  • Work across the business to develop and manage retention plans for all segments of the customer base with a primary focus on high value customers.

Key Accountabilities 2: Retention Innitiatives Delivery & Direct Campaign Execution (60%)

  • Analyze data to explore different customers/ users’ segment behavior to design targeted retention solutions for each segment (including but not limited to solutions impacting through reward, customer journey and environment);
  • Develop and implement the optimized daily/ weekly/ monthly retention and reactivation programs using A/B testing method;
  • Create automated processes for churn precursors and communicate with customers proactively whenever they’re in danger of churning to prevent support issues, foster customer loyalty, and promote good business relationships;
  • Lead and implement cross-functional solutions/ innitiatives across all aspects of marketing, sales and service with the goal of customer retention;
  • Tracking financial effectiveness of scheduled campaigns/ solutions through regular reporting, including details of customer behavior and value addition.
  • Launch data based loyalty programs.
  • Responsible of key sale performance indicators, namely: Revenue increase, CSAT increase, usages of products, cross & up sales on key products, etc….

Key Accountabilities 3: Drive improvement and innovation (15%)

  • Make strategic recommendations on necessary fundamental changes in order to drive customer/ user engagement, retention and profitability;
  • Utilize all available tools within the given systems to optimize campaign effectiveness;
  • Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Customer Experience Division.

Key Accountabilities 4: Resource & People Management (10%)

  • Actively develop and manage the relationship with stakeholders, both internal and external– partner establishments, loyalty consultants, advertising agency, vendors for retention activities;
  • Monitor overall staff and team’s performance, productivity and quality reports, develop opportunities and ensure coaching;
  • Manage the development and consolidation of the budget within own scope, and monitor the team’s financial performance versus the budget.

Job Requirement

Role Requirements:

Educational Qualifications 

  • Bachelor degree or higher, major in Marketing, Business Administration, Finnance or other relevant areas.

Professional Qualifications & Experience

  • Minimum 5 years' experience in the field of customer retention management, customer success or marketing (preferable Finance/ Ecommerce or service- based industry) especially in campaign management and building strategies to stimulate positive response activity. In charge of the management role at least 2 year.
  • Strong knowledge of MarTech solutions as well as digital data analytics and programmatic platforms.
  • Experience with building a performance marketing engine across tracking, attribution, automation, and optimization.
  • Experience in implementing solutions that drive customer loyalty.

Assets & Skills

  • Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.
  • Excellent communication skills and the ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible.
  • Ability to continuously research and apply new knowledge and technologies on the job.
  • High degree of ownership and dedication to work quickly and accurately in a changing environment.
  • Focused, reliable and a responsible self-starter that can self-manage with strong critical problem-solving skills.

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