ECRM

A. JOB DESCRIPTION

1. Designing Online Customer Journeys

• Develop and manage customer journeys on online channels based on deep insights into customer behaviors, preferences, and needs to create seamless, simple, and user-friendly experiences.
• Optimize transitions between offline and online experiences and vice versa.
• Research market trends, technology, and competitors’ digital products/services to propose innovative approaches for customer acquisition, sales, promotions, marketing activities, and customer care, creating unique "wow" moments for specific customer segments and personas.

2. Analyzing Customer Insights

• Study customer behavior, touchpoints, and experiences to develop suitable products, services, or features that align with their journey.
• Enrich customer personas and identify key segments to focus on for care and business exploitation.
• Combine data from various sources (OCB OMNI, CRM, Core, Cards, Customer Services, etc.) to understand customer needs, barriers, and growth opportunities.

3. Customer Journey and Feature Development

• Collaborate with IT teams and Product Owners to develop customer journeys on digital platforms, with a special focus on the core customer segments identified in section 2.
• Design and implement features that enhance the customer experience.

4. Managing Customer Segment Performance on Online Channels

• Oversee the business performance of targeted customer segments, regularly evaluating effectiveness based on customer feedback.
• Recommend measures to improve product quality and customer journeys.

5. Reporting and Reconciliation

• Report directly to the Digital Products Manager/Head.
• Work closely with the Product Development Manager/Digital Product Management Director to create customer journeys for key segments.
• Perform additional tasks as assigned by management.

B. JOB REQUIREMENTS

1. Education:

• Bachelor's degree in Finance, Banking, Economics, International Trade, or related fields.

2 .Experience:

• At least 3 years of relevant experience in the financial-banking-fintech industry.

3 .Technical Knowledge:

• Specialized knowledge in customer segmentation, banking, or fintech.
• Familiarity with customer journeys or digital banking products is an advantage.
• Basic understanding of customer segmentation, sales, and operational management.
• Knowledge of state laws and regulations from authorities like the State Bank of Vietnam (NHNN).

4. Technical Skills:

• Proficiency in Microsoft Office.
• Knowledge of other IT technologies (e.g., core banking, CRM, BPM, Data Warehousing) is a plus.