The opening is with a leading financial group in Mumbai.
Department: Marketing
Location: HO, Mumbai
Job Profile :
- Design and implement the Customer Lifetime Management (CLM) strategy using CRM
- Be the custodian and in house consultant on customer behavior, communication, loyalty and customer campaigns
- Creation of a Customer Centric Organization
- Develop integrated strategy for customer experience and loyalty
- Evaluate, design and improve processes, technology structures, software etc to achieve dept. objectives
- Aid and influence development of Customer Relationship Management strategy and the resultant systems, people and process design and on-boarding
- Finalize budgets, plans, campaigns and calendars of various sub functions under him (CRM, Database Marketing and Analytics, Tele- call center )
- Collect intelligence on competition marketing strategy, plans and activities systematically and comprehensively
- Evaluate, design and improve processes, technology structures, software etc to achieve dept. objectives
- Customer Lifetime Value through CRM
- Implement CRM for the organization
- Guide analytics to unearth customer behavior and propensity that could affect new purchase, persistency and increase WOMA
- Identify customer segments and design relevant communication and campaigns around each
- Ensure all customer needs and responses from CRM are (lead or query) converted into business needs
- Monitor and sustain customer experience and satisfaction numbers (Overall Satisfaction, Loyalty, Repurchase and Refferal)
- Guide analytics to unearth customer behavior and propensity that could affect new purchase, persistency and increase WOMA
- Create differentiated and branded customer service delivery
- Identify customer segments and design relevant communication and campaigns around each
- Ensure all customer responses are (lead or query) are acted upon
- Formulate all lead generation activities based on responses from prospective customers reaching the company at various touch points (Online, telephone, sms, email etc.)
- Evaluate and enhance Telemarketing vendor, IT systems like CRM to enhance campaign effectiveness
- Provide lead generation support to DSF, Loyalty, Telemarketing and other channels (on need basis)
- Finalize campaign calendar in consultation with internal teams – marcom, online, experiential marketing etc.
- Database Marketing and Analytics
- Implement campaigns for customer contact and Loyalty channel support
- Implement campaign response management systems and processes
- Enhance Database marketing and analytics support for lead generation, persistency and other organizational requirements
- Enhance analytics as a strategic tool to guide business planning – cost, persistency, loyalty, repurchase, R&R effectiveness etc.
- Plan and implement marketing support across various depts. and channels
- Provide consultancy to depts. on lead generation activities, customer communication etc.
- Assist persistency campaigns through appropriate communications and identifying probable customers who may lapse
- Budgetary planning & control and Statutory compliance
- Monitor Budgetary variance and planning
- Team management.
If interested kindly share your resume at vidya@topgearconsultants.com
Please mention your current and expected CTC as well.
Vidya Venkat |Vice President -Talent Acquisition and Group Operations |
