OBJECTIVES

This key role is responsible for ensuring that customers continue to spend with FE Credit Card as their primary credit card. The incumbent is also responsible to continuously launch various promotions to engage customers so that they continue to use all the product features and also linked benefits.

COMMUNICATION

• Internal: With all key stakeholders- risk, finance, IT, Operations, MKT, Sales etc.

To track business plans, suggest & take corrective measures where needed.

• External: With all key merchants in categories where FE Credit Card holders spend regularly including those entities such as bill payment aggregators, loyalty service providers etc.

To continuously offer most effective usage and loyalty program for FE Credit Card holders and making FE Credit Card a most preferred payment instrument in customer’s wallet.

KEY RESPONSIBILITIES

• Drive usage programs including discounts, special offers, and usage platforms on an end to end basis including concept, execution and fulfillment.
• Create a robust card spend activation program by introducing various usage offers. To create a well defined EMOB (Engagement Based on Month on Books) schedule to influence behavior of customers. The incumbent is expected to also leverage digital capabilities to further increase Ecom spends and customer engagement.
• Use the loyalty engine to ramp up card spends and usage including new offers and create new ongoing benefit platforms relevant to our cardholders.
• Manage recurring payments such as bill payments, insurance payments etc. Build continuous engagement with customers and enhance stickiness through low value recurring payments. Increase the process efficiency of small value payments and making the customer experience seamless.
• Manage Customer Life Cycle Management (CLCM) of the card portfolio including all portfolio actions that drive activation, usage, upgrade and retention.
• Manage Anti Attrition measures and work with digital team to continuously engage with customers through digital media and improve service delivery thereby reducing attrition.
• Manage the overall performance of Unit, coach and develop team members.

1. Education

Post graduate MBA (preferably with Marketing specialization) with very high acumen for numbers and analysis.

2. Experience

At least 10-12 years of solid experience in MNC banks such as Citibank, HSBC or large banks such as Vietin Bank, Sacombank, Vietcom Bank etc.

3. Skills

• Complete understanding of the cards customer life cycle management, segment dynamics, usage and loyalty programs for credit cards, risk and reward metrics for cards business, anti-attrition and customer retention strategies.
• Specialized understanding of the cards spends program and its impact on ENR build up, portfolio actions and their impact on product profitability.

4. Other requirements (if any)

Team management, external partnership management, Influencing, negotiating, driving, leading.

• Bằng cấp: Đại học
• Hình thức: Nhân viên chính thức
• Độ tuổi: Không giới hạn tuổi