Cards Engagement Assistant Manager

According to Decree No.13/2023/ND-CP on protecting personal data (“PDP”), Home Credit Vietnam would apply "Personal Data Processing Agreement" with all candidates to ensure compliance with the decree. By submitting this application to Home Credit Vietnam Finance Company Limited through Vietnamworks, you agree to allow Home Credit to proceed your provided information in accordance with Personal Data Processing Agreement that you have read, fully understood and agreed to the entire content at link https://career.homecredit.vn/en/article/id/217 KEY RESPONSIBILITIES 1. Spend Engagement - Design, execute and monitor end-to-end cards spend engagement strategy - Continuous improvement of spend engagement program to maximize credit card spend and profitability for the business with regular benchmarking to market - Develop and implement spend engagement initiatives to drive increased spend across key portfolio segments (e.g. cash back promotions, VAS related etc) - Leverage data and analytics to optimize pricing/promotions, targeting and take-up tailored to specific segments of the portfolio - Develop effective & attractive communication / marketing collaterals in collaboration with LC and Marketing to support the overall cards spend engagement strategy - Develop portfolio engagement strategy and support execution of campaigns for VAS related products that meet the needs of credit card customers 2. Cards Retention - Develop and implement end-to-end customer retention strategy to minimize customer voluntary closures, including: reactive retention, proactive retention and win-back strategies 3. Loyalty Management - Support Cards Loyalty Manager in the management of end-to-end credit cards loyalty strategy Including: Monitoring performance of loyalty program, including points earn/burn trends, management of the cards loyalty system 4. Other responsibilities - Responsible for implementing, managing, and enhancing Credit Card spend engagement & retention activities to achieve the company’s overall strategic, business and financial goals. - Devises, develops and regularly maintains Credit Card spend engagement & retention strategy, short- and long-term goals, Volume plans, tactics and programs based on the business strategy, opportunities and plans, budget, potential of target customers, consumer needs, competitors, resources and abilities. - Support Credit Card Portfolio volume plans, financial plans and budget and tracks their performance versus budget, ensuring achievement of plans despite variances/challenging operating environment. - Accountability for budgets allocated to Credit Card spend engagement & retention activities Initiate development of Reports, Dashboards and other analytics from Data analytics team with proper description of task and metrics for Credit Card spend engagement & retention - Manage the performance management of key metrics for Credit Card spend engagement & retention, against business goals and competitor benchmarking - Use of data-driven approach for the development of new activities and management of Credit Card spend engagement & retention - Support Credit Card Customer Lifecycle activities including all portfolio actions that drive activation, usage and retention - Work with Lifecycle, Marketing and Digital teams to continuously engage with customers through digital media and improve user engagement - Collaborate across various teams to support end-to-end Credit Card Portfolio spend engagement & retention programs that aim to implement strategies to grow and improve overall segment profitability - Monitors and evaluates results and effectiveness metrics of the implemented actions (CBA, SWOT analysis), proposes changes to improve results and to achieve better CBA - Initiates customers, competitors and market research in cooperation with Marketing team to monitor and evaluate market and competitors’ development, voice of customer (VOC), voice of sales (VOS), etc. to adjust entrusted products (parameters, pricing, processes, systems, etc.) accordingly. - Initiates and cooperates with Marketing team and CRM team on preparation of marketing and CRM campaigns for Credit Card Portfolio, incl. internal and external communication (preparation of campaign briefs – target customers’ definition, main benefits, differentiators from competitors, etc.) and marketing materials (like leaflets, posters, direct mails, etc.), on update of promo/marketing or other campaign information on company, partners and public websites, social networks, etc.

- Experience of driving customer engagement & growth initiatives for Credit Card portfolio especially focused on Credit Card Usage or Retention Activities - At least 5 years experience in Cards areas, preferred hand-on experience in Cards usage and retention - At least 3 years experience in consumer finance or Banking experience with a good perspective of the consumer and Revolving products, processes, pricing, technologies, etc. - Experience working with credit card portfolio and balance build/spend initiatives - Consumer finance or Banking experience with a good perspective of the consumer and Revolving products, processes, pricing, technologies, etc. - Understands the business and industry dynamics of credit cards and is passionate to deliver new and winning solutions - Understanding of the Credit Card Business & Vietnam Market - Experienced in customer lifecycle management and utilizing consumers insights to drive engagement - Proven Project Management delivery - Ability to use and simplify complex information/data and various metrics to set-up and develop products with an informed and factual business case - Ability to interpret regulatory requirements and application to products and processes - Strong analytical skills with the ability to efficiently collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy - Excellent cooperation, negotiation, presentation and decision-making skills to implement initiatives and deliver results - Proficient with MS Office (Excel, Word, PowerPoint,...) - Fluent in English - University Degree (Marketing, Economics & Finance or Banking)