Manager - Loyalty - Fast Fashion Men's Clothing Firm

Manager - Loyalty - French fast fashion company

Industry : Fashion

Skills : Loyalty program, customer experience, manager

Job Type : Permanent

Description :

- A chance to work with a French fast fashion company that offers great growth prospects. Leading and managing the team for the function

Client Details :

- Our client is a French fast fashion company that has a range of clothing for men. They are focused on deepening their brand footprint in India. They have been growing rapidly and need a strong Manager - Loyalty to fuel and sustain the growth for India

Job Description :

The incumbent will report to the Marketing Head and be responsible for :

- Work closely with the Loyalty Agency to oversee the strategy, development and analysis of the Brand loyalty program and manage customer interfacing

- Build visibility for Loyalty campaign and special value adds for loyalty program customers amongst the Operations teams and ensure effective deployment of these campaigns in store as well.

- Analyze customer data, defining actionable segments and creating targeted lifetime value/customer life-cycle engagement campaigns and programs and use data-backed measurement and analysis to constantly test, refine and scale campaigns

- Aligning the Loyalty Campaigns with the commercial calendar (calendar of promotions) plus special occasions like Diwali, Christmas etc)

- Partner with digital counterparts to develop engaging digital communication to convert and retain qualified customers through Brand's social networks and email lists.

- Manage Direct Marketing Communications to members, across various audience segments

- Leverage all available resources to target fans and create new opportunities for identifying potential members

- Deploy special services that can help Loyalty program customers - e.g. Digital Feedback mechanisms, Mobile Wallets, Omni Channel etc with the help of internal and external stakeholders

- Create strategies for attracting and retaining members, including promotions, marketing campaigns, direct mailers, interactive games, etc.

- Set up an Online Reputation management system to ensure every feedback on the brand is captured and responded to

- Maintain and enhance departmental reporting infrastructure that supports the effective tracking, monitoring and actioning of relevant data related to the loyalty program

- Respond to consumer and internal emails regarding product enquiries and programs in a timely and professional manner

- Commission surveys and research to study consumer trends, satisfaction (exit surveys) etc

- Identify when and how to engage customers throughout their journey, anticipating their needs, addressing their pain points, and enhancing their experience

- Own the customer experience; Fulfill quick customer service needs, resolve product related issues and provide an excellent customer experience

Profile :

- MBA with 5-6 years of experience in the Loyalty Space with a retailer

- Adaptable, analytical thinker who can work both strategically as well as in a hands-on executional capacity

- Sound knowledge of the customer service concept and its importance in developing and expanding customer relationships.

- Outstanding written and verbal communication skills,

- Data-driven problem solver and decision maker Solid understanding of retention metrics and KPIs Exceptional customer service and organizational skills

- Strong analytical capabilities, ability to derive insights based upon both qualitative and quantitative data

- Ability to work in a fast-paced environment and adapt to change

- Demonstrated ability to work inter departmentally to lead and accomplish business objectives

Job Offer :

- An excellent opportunity to work with an International fast fashion player that offers great growth prospects and competitive pay

Contact - Prianca Bhansali

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