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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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: Intermediate in English

Related experiences: 

• 2–4 years of experience in operations, loyalty programs, e-commerce, or digital platforms
• Strong analytical and reporting skills.
• Good coordination and cross-functional communication skills
• Detail-oriented, proactive, and capable of handling multiple tasks
• Excellent communication, presentation, and problem-solving skills.
• Strong ability to collaborate cross-functionally with internal and external stakeholders.

Essential capabilities: Proficient in Excel and reporting tools.