BrandTouch - CRM & DRM Lead

Role and Responsibilities

- Be a customer custodian/champion, a team player, a leader/mentor - have good people management skills (as it involves interaction across functions in the org)

- In depth understanding of business goals - revenues, power users, active users, new users.

- Understand customer behaviors, analyze big data to create/derive profiling, segments, personas

- Study cohorts, trends, funnels, flows - maintain a strong ratio of active/loyal users; strategize plans to win back dormant/lost customers

- Execute meaningful engagement customer journeys & campaigns to achieve business goals; do a-b tests, poses good sense of communication design, copy, etc; measure campaign success;

- Partner with business to create upsell, cross sell mechanisms; participate in business reviews, AOPs (annual operating plans)

- Participate in user studies, capture NPS, voice of customer, close loop feedback - drive others/product/engg teams to deliver optimum CX (customer experience)

Qualifications and Education Requirements

- Preferred MBA in Marketing,

- Engineering in Computers, Electronics or any related discipline.

- 8-12 years of work experience in a similar field of CRM, in a b2c space.

Preferred Skills

- Number friendly - this role involves deep integration with Analytics & Big data.

- Have managed omni-channel digital customer engagement for large b2c brands

- Digital, Ecommerce experience preferred

- Good knowledge of relevant CRM tools, and IT systems; hands on with Google Analytics, Marketing automation tools / similar.

- Working knowledge of marketing guidelines, e.g. DND, Promotional channels, etc.