Head of Customer Loyalty

*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 Vietnamwork, 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/vn/article/id/217.KEY RESPONSIBILITIES- Define and continuously optimize lifecycle segment strategy with focus on retention & winback.- Develop & optimize customer journeys for customers in retention & winback customer lifestage.- Define communication strategy and customer journeys to actively stimulate customer retention & winback with detailed understanding of individual product propositions.- Lead and develop strategy, communication and campaign teams, setting clear objectives and ensuring accountability.Strategy:- Collaborate closely with product teams to ensure CVM strategies align with new product launches and updates, ensuring seamless integration of products into the CVM lifecycle.- Oversee data-driven campaigns to activate customers and drive cross-sell/upsell opportunities using lifetime value calculations.- Design, monitor, analyze, and act on campaign performance using KPIs such as engagement rates, conversion rates, and customer lifetime value (CLV).- Contribute to product feedback loops by analyzing customer engagement data and providing actionable insights.Communication:Oversee the development and continuous refinement of content strategies for various channels aligned with overall communication strategies to achieve business goalsCampaign:Supervise the overall campaign planning, preparation & execution process based on business impacts and close collaboration with key stakeholders.