Customer Segment Insights and Solutions expert

• Under the Segment Led model, this is a core position responsible for leading the segment as a business unit: understanding customers, designing propositions, taking responsibility for the segment's economic performance (customer P&L), proposing product priorities, managing experiments, leading GTM, and operating the segment KPI framework. The position primarily works through influence and coordination with Product, Data, Marketing, and business units.
  

• Lead customer understanding: formulate questions, review and analyze insights together with Data, develop personas, and identify needs and opportunities across the customer lifecycle.
  
• Take responsibility for designing Spark's CVP and proposition; work with Product to translate them into specific products, services, and privileges, ensuring consistency with the segment's positioning.
  

• Develop and monitor customer P&L: revenue, servicing and privilege costs, customer acquisition costs, and lifetime value.
  
• Design the segment KPI framework and monitoring dashboards together with Data; analyze results, propose optimization measures, and allocate resources.
  

• Develop growth strategies across the customer lifecycle: acquisition, activation, deepening (CASA/AUM, product holding), engagement, and retention.
  
• Develop and operate frameworks for customer identification, tiering, upgrade/downgrade, and portfolio quality management.
  

• Propose priorities within the product roadmap based on the segment's needs and value; coordinate with Product teams to combine individual products into comprehensive solutions for customers.
  
• Design and manage experiments within the segment's experimentation budget: hypotheses, measurement indicators, result evaluation, and recommendations for scaling up or discontinuation.
  

• Develop GTM plans for the segment and its initiatives; lead implementation together with Marketing, Digital, PRM, and business units, monitoring progress and results through to completion.
  

• Work with the Segment Director to design the operating mechanism: proposal authority, resource mobilization mechanisms, and coordination processes between the segment and product and channel divisions.
  
• Influence and achieve alignment with stakeholders outside direct reporting authority to advance the segment's priorities.
  

• Economic Performance
  
• Segment customer P&L, revenue and profit per customer.
  
• Growth & Value
  
• Number of Spark customers, average CASA/AUM, product holding.
  
• Lifecycle & Portfolio Quality
  
• Activation rate, retention rate, upgrade/downgrade rate.
  
• Experimentation & Implementation
  
• Number of completed experiments, scaling rate, experimentation budget effectiveness, GTM progress.
  

• Operate the customer tiering framework and monitor portfolio quality.
  
• Design and manage experiments within the approved budget limits.
  
• Coordinate GTM implementation and activities within approved plans.
  

• Priorities within the segment's product roadmap.
  
• Experimentation budget, resources, and segment KPI framework.
  
• Proposition, customer tiering criteria, and GTM plans.
  

• Product: Product development and packaging.
  
• Data: In-depth analysis and dashboards.
  
• Marketing/Digital/PRM: Communication, experience, personalization.
  
• Business Units: Implementation at points of sale.
  
• Note: Detailed authority and operating mechanisms will be updated in accordance with the Segment Led organizational model agreed upon by management.
  

• Minimum 6–7 years of experience, including at least 3 years in roles involving segment management, customer strategy, product, proposition/CVP, growth, or brand/category management with responsibility for business results.
  

Candidate Sources:

• Banking: Currently working in segment management or product roles with segment-based divisions.
  
• Consumer Tech: Growth, product, lifecycle/CRM.
  
• FMCG: Brand, shopper/consumer insight, customer/category P&L.
  
• Banking experience is an advantage but not mandatory if candidates possess an equivalent background and the ability to quickly learn financial products.
  

• Ask the right questions, review and analyze insights, and translate them into business opportunities.
  
• Design differentiated propositions, connecting customer needs with specific solutions.
  
• Develop business cases and customer economics, understand revenue and cost drivers.
  
• Coordinate multiple Product teams to create comprehensive solutions for customers.
  
• Develop and lead GTM plans, bringing ideas through implementation to results.
  

• Design growth and lifecycle strategies: acquisition, activation, engagement, retention.
  
• Possess sufficient ability to interpret data, validate results, and make data-driven decisions.
  
• Influence and achieve alignment with stakeholders outside direct reporting authority.
  

Contact: Huy Le

Due to the immense number of applications, only shortlisted candidates will be contacted.