Location: Ha Noi
Expired date: 28/01/2026
Team: Premium Service
About Urbox
UrBox is Vietnam's leading digital gifting & loyalty platform that enables businesses to integrate their reward & loyalty programs with an ever-growing network of more than 350 brands & 20,000 accepted online and offline stores in Vietnam.
UrBox has the widest network of clients in loyalty in Vietnam and provides loyalty & reward solutions to many big organizations in the aviation, banking, FMCG, Insurance, Real Estate industries and more.
Key Responsibilities
- Key Account Ownership (Core Responsibility)
- Act as the primary owner and point of contact for assigned Premium Service Key Accounts (banks, insurers, large enterprises).
- Develop a deep understanding of each client's business model, customer segments (Mass Affluent / HNW / UHNW), and strategic objectives.
- Build trusted, long-term relationships with key client stakeholders, including:Product, Marketing, Loyalty, Card Business, Relationship Management (RM) teams.
- Ensure proactive account management with clear strategies, service roadmaps, and long-term plans.
- Service Delivery & Experience Control
- Coordinate closely with internal teams (Operations, Customer Service, Concierge, Merchants) to ensure: SLA compliance, Consistent, premium end-user experience.
- Monitor and manage the full customer journey, including: Booking, Redemption, Service recovery and issue resolution.
- Take full accountability for service quality and client satisfaction.
- Account Growth & Expansion (Upsell & Cross-sell)
- Analyze program performance metrics, including: Redemption rate, Usage rate, Cost vs. perceived value.
- Proactively propose value-added solutions such as:
- New premium privilege packages,
- Seasonal or thematic experiences,
- Upsell of Premium Services, concierge, events, and exclusive privileges
- Collaborate with Business Development teams to expand budgets, service scope, and partnership depth.
- Reporting & Stakeholder Communication
- Prepare and present periodic reports covering: Account performance, User insights and behavior analysis, Optimization and improvement recommendations.
- Act as the key communication bridge between clients and internal UrBox teams.
- Feature & Technical Improvement Management
- Manage and monitor the implementation progress of selected features, supporting tools and technical improvements on key loyalty platforms, ensuring alignment between business objectives, operational efficiency, and cost effectiveness
Requirements
Education: Bachelor's degree in Business Administration, Marketing, Economics, Finance, or related fields.
2nd language ability: English proficiency equivalent to IELTS 6.0 or higher.
Related Experiences
- 36 years of experience in Account Management, Client Success, or Key Account Management within one or more of the following industries: Banking, Loyalty programs, Hospitality & lifestyle services, Insurance, Fintech,...or related fields.
- Proven experience working with enterprise-level clients, particularly banks or large corporations.
- Strong premium service mindset with the ability to manage and control end-to-end customer experience.
- Excellent communication, presentation, and problem-solving skills.
- Strong ability to collaborate cross-functionally with internal and external stakeholders.
Essential capabilities: Strong communication, negotiation, presentation, and reporting skills.
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