Senior Expert, Customer Segmentation & Customer Value Proposition (CVP)

JOB PURPOSE

- Lead the development and execution of customer segmentation and customer value proposition (CVP) strategies for the Inspire customer segment, a strategic affluent-emerging customer group within Techcombank's Retail Banking ecosystem.

- Act as the business owner of the Inspire segment by driving customer growth, portfolio value, customer engagement, and profitability through differentiated customer value propositions, lifecycle management, and go-to-market initiatives.

- The role is responsible for building a deep understanding of affluent emerging customers, identifying segment and sub-segment opportunities, and translating customer insights into commercially viable propositions that enhance customer lifetime value, strengthen customer loyalty, and support sustainable business growth.

- Partner closely with Product, Marketing, Analytics, Distribution, Digital, and Operations teams to deliver a superior customer experience and accelerate the development of Inspire as a strategic customer franchise."

KEY ACCOUNTABILITIES

1. Inspire Segment Strategy & Customer Understanding

- Lead customer segmentation and sub-segmentation strategy for the Inspire customer portfolio.

- Develop a comprehensive understanding of affluent-emerging customers, including:

• Financial needs

• Wealth accumulation behaviors

• Lifestyle aspirations

• Digital engagement preferences

• Banking and non-banking expectations

- Identify priority customer cohorts within the Inspire segment based on value potential, profitability, and future wealth trajectory.

- Monitor competitive offerings targeting affluent and emerging affluent customers across banking, fintech, wealth, and lifestyle ecosystems.

2. Customer Value Proposition (CVP) for Inspire Customers

- Own the end-to-end design and optimization of Inspire customer value propositions.

- Develop segment-specific propositions across:

• Banking products

• Lending solutions

• Wealth and investment offerings

• Lifestyle benefits

• Privilege programs

• Service experience

• Digital experience

- Ensure the Inspire proposition delivers clear differentiation against competitor affluent banking propositions.

- Continuously refine proposition components based on customer feedback, business performance, and market evolution.

3. Inspire Segment Business Growth & P&L Management

- Act as a mini business owner for the Inspire customer segment.

- Support segment business planning and commercial performance management.

- Drive segment growth across:

• Customer acquisition

• Portfolio growth

• Revenue generation

• Profitability improvement

• Customer engagement

• Customer retention

- Monitor segment financial and commercial performance, identifying key growth opportunities and business risks.

- Develop business cases and evaluate ROI for segment initiatives and investments.

• Bachelor's degree or ab

Yêu cầu công việc

• Bachelor's degree or above in Economics, Banking, Finance, Business Administration, Marketing, Data Analytics, or related disciplines.

• MBA is preferred.

• 10–15 years of experience in Retail Banking, Digital Banking, Fintech, E-commerce, Customer Strategy, Growth, CRM, Customer Segmentation, or Customer Proposition Management.

• Proven experience in customer segmentation and sub-segment management.

• Strong track record in building customer value propositions (CVP) end-to-end.

• Experience managing customer growth initiatives from strategy through execution.

• Exposure to P&L management, business ownership, or portfolio performance management.

• Experience in designing and executing go-to-market strategies and customer campaigns.

• Experience in customer lifecycle management across acquisition, engagement, and retention stages.

• Strong stakeholder management experience across Product, Marketing, Analytics, Operations, and Business teams.

• Monitor segment financial and commercial performance, identifying key growth opportunities and business risks.

• Develop business cases and evaluate ROI for segment initiatives and investments.

Quyền lợi

• Thưởng: 13th month salary + performance bonus
• Chăm sóc sức khoẻ: Advanced health insurance for you and your family
• Nghỉ phép có lương: Preferential loan policy for Techcombank’s employees