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24/06 Dhanashri Lokhande
Recruitment Consultant at Select Global Solutions

Views:231 Applications:64 Rec. Actions:Recruiter Actions:39

CRM Head - Hospitality (4-12 yrs)

Delhi Job Code: 1115856

Build CRM strategy across customer cohorts

- Build a structured CRM program with a focus on customer LTV

- Use a scientific segmentation approach and drive key KPIs like frequency, winbacks, churn etc.

- Drive efficiency in marketing spends by optimising/targeting discounts and improving ROI

- Participate in key decision-making forums & communicate key insights in an effective and influential manner

- Draw insights from consumer research, and sentiment analysis and leverage these findings to drive customer engagement

Business Support & Funnel Management

- Monitor campaign and Own Assets funnels to assess opportunities and build programs to improve conversion and reduce drop-offs

- Collaborate with the insights team to generate and execute actionable business recommendations (setup A-B experiments) to enable data-driven decisions and demonstrate measurable value.

- Expedite root cause analyses/insight generation against a given recurring use case

Loyalty Program

- Develop a blueprint for a Customer Loyalty Program to suit business objectives and work in partnership with the digital tech/product team to launch the loyalty program and personalisation initiatives

- Regular monitoring of the latest trends in CRM strategies/tools/vendors/channels and driving adoption through pilots and consequently scale-up post success

Stakeholder Management - Internal & External

- Conduct regular planning and review key performance metrics and aid in benefitting from the change

- Drive precision CRM to support regional, city level, and store-level business challenges

- Work and set up a vendor ecosystem of creative/copy agencies for execution of Customer Lifecycle communication

Women-friendly workplace:

Maternity and Paternity Benefits

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