Role PurposeThe Head of Retail Customer Segmentation is a senior leadership role responsible for defining, driving and delivering the bank's business strategy for Private Banking, Affluent, Mass Affluent and Upper Mass customer segments. The role focuses on segment strategy, revenue growth, customer lifecycle optimization and leadership of large, multi-functional teams, contributing directly to the bank's profitability, brand positioning and long-term retail banking strategy..Key Accountabilities1. Segment Strategy & Value PropositionDefine and execute end-to-end strategies for priority retail and wealth segments aligned with overall Retail Banking strategy.Develop differentiated value propositions covering products, pricing, advisory, service models, and channels.Identify growth opportunities through customer insights, competitive analysis, and market trends.Ensure investment and wealth product strategies align with risk appetite and regulatory requirements.2. P&L Ownership & Commercial PerformanceOwn full segment P&L, including revenue, cost efficiency, and balance sheet growth.Deliver KPIs across:Customer acquisition, retention, and engagementAssets Under Management (AUM)Lending and deposit growthFee income and cross-sell penetrationOptimize customer lifetime value through disciplined segmentation, portfolio management, and lifecycle strategies.3. Distribution, Advisory & Customer ExperienceDesign scalable sales and relationship management models for affluent and wealth customers.Optimize distribution across branches, relationship managers, advisory channels, and digital platforms.Partner with Marketing and Analytics to drive targeted, data-led customer acquisition and engagement initiatives.Embed consistent service standards to enhance customer experience and brand differentiation.4. Leadership & OrganizationLead large, multi-functional teams across segments, analytics, and investment product functions.Build a high-performance, customer-centric culture with clear accountability and results orientation.Develop strong talent pipelines in advisory and relationship management capabilities.5. Governance & Stakeholder ManagementPartner closely with Risk, Compliance, Product, Technology, and Operations to ensure integrated execution.Maintain robust governance and control frameworks, particularly for investment and wealth products.Engage effectively with external partners and regulators as required.Requirements10-15+ years' experience in Retail Banking, Wealth Management, Private or Affluent Banking.Proven track record of driving revenue growth, AUM expansion, and segment profitability.Strong strategic and commercial acumen with deep understanding of affluent and high-net-worth customer behavior.Demonstrated leadership of large, performance-driven teams in regulated environments.MBA or relevant postgraduate qualification preferred.This position is open to Expatriate candidates, o Vietnamese Overseas professionals with significant international banking experience.Experience operating in emerging or Asian markets.Proven ability to adapt global best practices to local market dynamics and regulatory environments.Strong cross-cultural leadership capability and executive stakeholder management across diverse teams and institutional partners.
