AVP - Customer Care - Loyalty Sales - Real Estate

AVP - Customer Care (Head- Loyalty Sales)

The Role:

As Head of the Loyalty Sales function, your role would encompass the following:

- Joint ownership of the Loyalty Sales business worth 1000 Cr, which resides within the Customer Relationship Management function.

- Analysis of customer profiles across projects & segments.

- Developing financial & loyalty products based on the same.

- Deployment of loyalty products and campaigns in the Customer Relationship Management team, towards driving loyalty business.

- Designing the loyalty calendar (activations and events) in conjunction with the launch/activation calendar for the year.

- His team will be responsible for releasing the relationship management team performance/scorecard month-on-month and thereafter jointly planning the next course of action to meet the targets.

- Conducting reviews and driving teams towards generating leads & converting bookings, through a relationship / portfolio management model.

- Ideation and execution of Loyalty events and campaigns for multiple projects across the Lodha Group's wide spectrum of marquee developments.

Skill Set Required:

- Flair for data interpretation & profiling analytics

- Team & campaign management skills in a hybrid/matrix reporting structure

- Creativity in designing products for different consumer groups & segments

- Ability to handle complexity & thrive in a fast paced dynamic environment

- Project management skills, must be able to manage multiple programs at one time.

- Outstanding relationship building skills with effective oral and written communication & presentation skills

Functional Mandate:

- To create and manage best-in-class and value added Loyalty programs across customer segments

- To develop and implement marketing strategies for the program for the business by understanding present and future business opportunities

- To use various activation channels (Events, Direct marketing etc.) through various mediums to create enhanced target audience awareness of new launch opportunities, and drive repeat buying behavior among the client base

- To motivate relationship managers to move towards portfolio management, thereby driving loyalty business

Kra / Success Measures:

- Targeted Revenue Contribution from loyalty bookings - in Value and %age terms as per business plan

- Qualitative assessment of marketing inputs and speed of sales (No. of units sold per month Vs Target) for each project

- Accuracy of profiling information and databases of existing customers, as measured by conversion % from targeted base for respective activations & programs