(Senior) User Retention Manager

6-8 Years

This job is no longer accepting applications

Job Description

In accordance with the applicable laws and regulations on personal data protection, including the Law on Personal Data Protection and its implementing regulations, Home Credit Vietnam Finance Company Limited (Home Credit) collects and processes candidates personal data for recruitment purposes and other related purposes in accordance with the Agreement, Notice and Acceptance for Personal Data Processing.

By submitting your application to Home Credit through Vietnamworks/ Linkedin/ITviec , you acknowledge that you have read, understood and agreed to the contents of the Agreement, Notice and Acceptance for Personal Data Processing available at the following link: https://career.homecredit.vn/en/article/agreement-notice-acceptance-for-personal-data-processing/, and consent to Home Credit collecting and processing your personal data in accordance with applicable laws and regulations

JOB DESCRIPTION

Define and lead the HAPPY app growth and retention strategy to increase active users, usage frequency, and total service transactions.
Translate business objectives into clear engagement plans, campaign roadmaps, KPIs, and measurable performance targets.
Design and execute data-driven campaigns to drive app adoption, repeat usage, repayment behavior, service transactions, and cross-service engagement
Develop campaign mechanics, customer targeting, incentive logic, communication flows, and success measurement frameworks.
Build initiatives beyond in-app communication, including cooperation models with SA, TLS, Customer Service, Collections, and other frontline teams to drive customers to use the app more frequently.
Explore and follow up the feature development to drive the growth & engagement of user in HAPPY mobile app
Monitor key performance metrics, conduct deep-dive analysis, evaluate campaign effectiveness, and identify performance gaps or improvement opportunities
Own governance, reporting, post-campaign evaluation, and corrective action plans to ensure all initiatives have clear owners, timelines, KPIs, and measurable outcomes.
Other activities base on line manager's task allocation

JOB REQUIREMENTS

Minimum 6–8 years of experience in retention, growth, CVM/CRM, digital product growth, customer engagement, or related roles.
Strong experience in driving digital channel usage, app engagement, customer activation, repeat usage, or transaction growth; experience in financial services, consumer finance, banking, fintech, e-commerce, or digital platform businesses is highly preferred.
Proven track record in designing and executing data-driven campaigns with measurable business impact, including customer segmentation, campaign mechanics, incentive design, communication journeys, and performance measurement.
Strong strategic and business thinking, with the ability to translate business goals into practical growth plans while balancing growth, cost, customer experience, operational feasibility, and risk considerations.
Strong analytical and performance management skills, including funnel/cohort analysis, KPI definition, campaign tracking, root-cause analysis, dashboard usage, and actionable improvement recommendations.
Good understanding of app user lifecycle management, retention mechanics, engagement triggers, behavioral nudges, and multi-touchpoint campaign journeys across app, push notification, SMS, telesales, agent channels, and other customer-facing touchpoints.
Proven ability to work independently with minimal supervision, coordinate cross-functional execution, and influence stakeholders across multiple departments without direct authority.
Strong Excel skills, especially Pivot Table, with the ability to work with data teams to define data requirements, dashboards, tracking logic, and performance measurement.
Very good communication skills in Vietnamese and English, both written and spoken.

COMPENSATIONS & BENEFITS