Cards Portfolio Engagement Manager

KEY RESPONSIBILITIES

Loyalty and Retention Strategies

• Develop and manage loyalty programs that increase customer lifetime value and cardholder engagement.

• Design and implement targeted retention campaigns to minimize dormancy and reduce customer attrition.

• Collaborate with Business Analytics teams to understand customer behavior and tailor engagement efforts accordingly.

• Design campaigns to re-engage inactive cardholders through personalized offers and incentives.

• Monitor the effectiveness of dormancy initiatives and refine strategies to improve results.

Digital Adoption and Engagement

• Lead initiatives to promote online spending (e-commerce, subscription, card-on-file…).

• Create a seamless and engaging digital customer experience to retain customers on digital platforms.

• Partner with Online teams to enhance app features and functionalities that encourage card usage.

• Lead initiatives to drive Monthly Active Users of cardholders on digital platforms, ensuring consistent engagement.

Portfolio Analysis and Optimization

• Conduct deep dives into customer data to identify trends, segments, and opportunities for enhanced engagement.

• Conduct analytics to measure the impact of engagement initiatives.

• Align engagement strategies with overall business objectives and customer needs.

Team Collaboration and Cross-Functional Leadership

• Partner with internal teams to create cohesive growth strategies.

• Act as the primary interface between the portfolio team and stakeholders to ensure alignment and support.

• Initiate and cooperate with Marketing and CVM team on preparation of marketing and targeted communication campaigns, include 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 products information on company, partners and public websites, social network,…

• Promote a collaborative culture that drives innovation and operational excellence.

Leadership and Mentorship

• Lead and inspire a team of professionals to achieve their individual and collective goals.

• Foster a high-performance culture, ensuring team members have the resources and support needed to excel.

• Provide mentorship and career development opportunities to build a strong team.

• Education: Bachelor’s degree in Business Administration, Finance, Banking, or a related field. MBA or equivalent advanced degree is highly desirable.

• Proven leadership experience, including managing cross-functional teams and large-scale initiatives.

• Extensive experience in credit card portfolio management, customer engagement, and loyalty program design.

• Proven success in driving digital engagement and familiarity with digital adoption strategies and financial technology trends.

• Strong background in data-driven decision-making and campaign optimization.

• 3+ years experience in Consumer Finance, Banking or E-commerce experience with a good perspective of the consumer and Revolving products, processes, pricing, technologies, etc.

• Understanding of the Credit Card Business & Vietnam Market.

• Experienced in customer lifecycle management and utilizing consumers insights to drive engagement.

• Proven Project Management delivery.

• Excellent cooperation, negotiation, presentation and decision-making skills to implement initiatives and deliver results.

• Proficient with MS Office (Excel, Word, PowerPoint,...).

• Fluent in English.

• Excellent cooperation, negotiation, presentation and decision-making skills to acquire accurate information and convey this back to the business.

• Data-driven and Cost & Benefit Consideration mindset.

• Analytical and logical thinking.

• Attention to detail, accuracy, discreetness and self-reliance.

• Pro-active, initiative, innovative, opened-minded & quick-minded, fair, honest.

• Ability to manage, lead and coordinate people and teams in cross-departmental/matrix environment.

• Innovative mindset with a passion for creating customer-centric solutions.