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Unit Head of Credit Card CRM (Omni Channel, Digital & Mobile Marketing)

FE CREDIT
Ngày cập nhật: 28/03/2021

Thông Tin Tuyển Dụng

Phúc lợi

  • Laptop
  • Chế độ bảo hiểm
  • Du Lịch
  • Phụ cấp
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Tăng lương
  • Công tác phí
  • Nghỉ phép năm

Mô tả Công việc

OBJECTIVES

With 2M+ card portfolio growing by another 2M in 2020, credit cards business now has a host of new products and ongoing cardholder promotions through platforms. This key role within the CCBC is responsible for ensuring that customers engage with all of these products and linked features on an ongoing basis through unique communication platforms, newer and newer communication channels including conventional and digital and finally creating utmost loyalty and usage of these unique products. Incumbent will also be responsible for managing a campaign development and communications budget in excess of VND 25 B annualized and driving customer satisfaction. Incumbent also has to work with product team in creating new and unique features to help FE Credit compete in a crowded marketplace and win customers.

This key role within the Cards Business is thus responsible for the four key vectors: Ongoing customer engagement, regular communication of relevant card usage offers and launch of various digital campaigns aimed at increasing features awareness as well as to improve top of mind recall and last but not the least work with all key stakeholders to launch a robust Customer Communication platform (Omni Channel) to improve the customer journey and maximize customer response. Given the portfolio size of over 2 M cards currently and with ambition to grow by another 2 M cards in 2020, the role complexity is immense. Credit Cards as a category need ongoing reminders, communication and excitement to stay top of wallet. From point based loyalty programs to spend based promotions to introduction of new features, all of these need to be communicated to cardholders through mediums ranging from SMSes to social media to emails to direct mailers.

The incumbent in this role drives the dialogue with the card customers, keeps them informed of all new features/ benefits and makes sure most cardholders participate in promotions and avail of benefits offered by FE Credit Cards.

COMMUNICATION

  • Internal: Risk, Operations, Technology, Customer Service, Sales and Finance

Rolling out new products & propositions, chalking out and executing portfolio optimization strategies, driving spends & usage for the overall cobranded and affinity card portfolio.

  • External: Large E-com retailers, TELCOs, Loyalty and fulfilment vendors, Outsourced technology providers etc.

To forge strategic alliances to grow card sourcing, improve acquisition and usage programs & processes as well as to launch cobranded credit cards.

KEY RESPONSIBILITIES

  • Create ongoing communication and marketing offers for SMART PLUS card, Gold PLUS card, new payment schemes like VISA, JCB etc, host of new features such as Secure Plus, Selfie Plus, Everyday Rewards PLUS and ongoing cardholder promotions through platforms like Easy Pay, and Easy Life. Work on launch of new product launches with the Product team including customer communication and managing launch event. Regularly work with technology/operations and marketing in creating ongoing means of communication with cardholders including EDMs, DMs, statement inserts, statement messaging, SMS, MMS, social media messaging to inform cardholders of various offers and to rollout timely reminder mechanisms for various offers to ensure maximum coverage and outcomes.
  • Outline a digital strategy for the CCBC and create new digital campaigns to enhance the cardholder engagement on card feature utilization as well as new promotions and offers. Create digital campaigns to create new acquisition channel by leveraging emerging technology. Optimise customer responses from each of these channels. Work with Central Marketing team to maximise customer reach for FE credit cardholders through Social Media.

  • Enhance and effectively use conventional customer communication means such as print mailers, e-statements, paper statements, mini-statements, etc to enhance customer communication without incurring additional costs.

  • Regularly interact with technology, operations. Central Marketing and IT teams to create new means of cardholder communication from personalized email servers to timely programmed reminders delivered on a multimedia platform in cost effective manner.

  • In conjunction with Usage team, explore new alliances and partnerships with E-com vendors and large-scale retailers to create offers and communicate them cost effectively to existing customers as well as prospects.

Yêu Cầu Công Việc

1. Education

Post graduate degree holder with MBA (preferably with specialization in Marketing)

2. Experience

  • At least 10+ years of overall experience in related field with at least 8 years of experience in a managerial role.
  • Must have prior experience in consumer finance marketing / retail bank marketing / digital marketing with Financial Institutions.
  • Complete understanding of the conventional, digital & mobile marketing and various new age technologies in this space. In depth understanding and clear achievements in of Credit cards & consumer lending business.

3. Skills

  • Strong understanding of various CRM platforms and ability to utilize them for driving ongoing cardholder communication.
  • Strong understanding of technology based communication platforms like multimedia SMS servers, chatbots, online messengers etc.
  • Strong understanding of key marketing principles and understanding of local marketing practices.
  • Strong influencing skills
  • Strong organizational skills & ability to effectively multi-task
  • Demonstrated sound judgment and solid conceptual-thinking skills
  • Solid technical skills in Microsoft Office

4. Other requirements (if any)

  • Ability to work under tight timelines. 
  • Strong verbal, written & listening communication skills

Thông tin khác

  • Hình thức: Nhân viên chính thức

Giới thiệu về công ty

FE CREDIT

https://career.fecredit.com.vn/Qui mô công ty: 10.000 - 15.000
We were founded as Consumer Finance Division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, we successfully transferred to an...Chi tiết

Unit Head of Credit Card CRM (Omni Channel, Digital & Mobile Marketing)

FE CREDIT

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