Expert, Customer Loyalty Management

Mô tả Công việc
Job Purpose
Responsible for providing knowledge and high professional content in building the design and development of customer retention management framework and coordinating with solution units or related units to develop customer retention programs and campaigns for each segment based on CVP.
Key Accountabilities (1)
Loyalty management
• Design and build a customer retention management framework and coordinate with solution units or related units to build customer retention programs and campaigns for each segment based on CVP to optimize customer life cycle value.
• Participate in develop key metrics to manage customer engagement (NPS, engagement metrics,...)
• Drive customer loyalty and engagement through managing engagement metrics and managing the implementation of a portfolio of actions to improve.
• Participate in customer retention initiatives in the division, bring detailed design requirements to build/operate the customer engagement platform to other SI/Initiative BAU in the division/bank-wide.
Key Accountabilities (2)
Compliance with regulations and development of internal and institutional relationships
• Coordinate with departments within the Function to complete assigned tasks.
• Strictly comply with the Bank's Internal Labor Regulations.
• Perform work in accordance with policies, regulations, processes, internal instructions, etc. and service quality commitments (SLAs).
• Train, guide and mentor senior specialists/experts in the team to perform the above tasks and professional skills related to the functions and tasks of the function.
Key Accountabilities (3)
Other tasks at the request/direction of the direct manager