Head/Lead - CRM (6-10 yrs)
Job Title: Lead CRM
Business Vertical: Marketing
Department: Marketing
Position Type: Full Time
Work Location: Gurgaon
Job Purpose: Planning, delivering and evaluating all CRM activity and oversee the management of the cross sell program to further enhance customer lifetime value.
Total Experience: 6 to 10 years
Relevant Experience:
Education & Qualification Requirement - MBA from reputed Institute
Skills Required:
- Proven track record in taking a customer led approach that provides significant contribution to the bottom line.
- Strong organizational and analytical and communication skills
- Experience in change management
- Previous knowledge and exposure to the Online Gaming environment an advantage but not essential
Key Responsibilities:
- Development of excellent working relationships with all customers during key stages of their lifecycle including welcome, engagement and re-activation for the purpose of increasing average lifetime value of customers; reducing churn and increasing conversion of registered customers.
- Work with Data Analysis Team and key stakeholders to develop more powerful use of segmentation with the objective of improving targeting and customer understanding.
- Lead the strategy and implementation of the CRM program focusing around relevant events and key triggers and utilizing all forms of messaging and communication reducing the reliance on email channel.
- Establish a CRM framework that can work across all products and territories in order to meet business priorities in regulated and un-regulated markets
- Identifying key opportunities to enhance the player experience and improve retention rates and profitability including cross sell opportunities
- Priorities take up of services through new channels such as mobile, to fall in line with business objectives
- To Retain Loyal Customers through effective loyalty programs
- To design and execute marketing communications/ programs to cross-sell and upsell to current customers
- Lead the team to develop a more results focused CRM programme that will priorities improvements in KPI's and establish framework for evaluation against KPI's
KPI:
- Increase gross win per customer, rates of re-activation and reduce lapsed rates
- Improve conversion from registration to first deposit
Bhaskar Anand
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.