Manager, Product and Customer Value Management at HF Group

Principle Accountabilities

• Safeguard product and customer value, ensuring alignment with the overall business strategy. It involves working closely with cross-functional teams to align product and customer value management strategies with overall business goals.
• Analyze product and customer performance metrics and make data-driven decisions to improve the products and services and optimize revenue.
• Customer retention: identify opportunities to reduce churn and increase customer lifetime value and opportunities for upselling and cross-selling to existing customers.
• Utilize data and analytics to measure the effectiveness of product and customer value management initiatives.
• Derive insights from data to inform decision-making and strategy adjustments.
• Continuous improvement of products; customer value management strategies: Stay informed about industry trends, customer expectations, and competitive landscape.
• Communicate product, and customer value management strategies and results to internal stakeholders, including senior management.
• Reporting on key performance indicators and the impact of product and customer value management initiatives.
• Assess the impact of product and customer campaigns and make viable recommendations to the business.

Key Competencies and Skills

Technical competencies

• Deep knowledge of Banking products
• Microsoft Office Suite - Intermediate Excel skills, MS Assess, Presentation skills
• Strong analytical, modeling and problem-solving skills (MySQL or other languages)
• Solid customer service attitude with excellent negotiation skills
• Astute product and service knowledge: supporting technology, features, benefits and commercialization.
• Familiarity with CRM tools and customer segmentation strategies
• Excellent communication and collaboration abilities.
• Knowledge of KYC/AML compliance requirements
• Knowledge of TCF (Treating Customers Fairly) principles
• Competitor analysis delivery.

Critical success factors/competencies

• Strategic planning and customer and product management
• Results orientation and operational efficiency: focus on achieving maximum performance and driving continuous improvement. Resilient and consistent follow-up of pertinent matters and items.
• Strength in problem-solving, issue-resolution and ability to work in a deadline-driven work environment.
• Stakeholder management: Pro-actively adapts own style and approach to build rapport, and work with others more effectively
• Good communication skills
• Integrity: Acts in line with legal, regulatory, professional, and ethical standards.
• Responds flexibly to changing situations.
• Critical thinking, creativity and innovation, finds creative ways to exploit opportunities and solve problems
• Competing to win: Brings energy and passion to work and always aims to grow customer and product value.

Minimum Qualifications, Knowledge and Experience

Academic & Professional

• Bachelor’s Degree in Business, Economics, Statistics, Mathematics, Actuarial Science or related field.

Experience

• At least 3 years experience in a financial/real estate institution / TELCO