Director - Retention & Loyalty - FMCG/Hospitality

Designation: Director - Retention & Loyalty

Experience: -5-12 years in core Retention & Loyalty, CRM, CLM.

Working Location: Bangalore

Roles and Responsibilities -

- Driving growth through initiatives aimed at repeat base, including growing the overall base of repeat users, driving transactions of repeat users, and improving retention for relevant cohorts of consumers.

- Responsible for user understanding and all efforts linked to this such as segmentation, targeting and positioning for various personas of users.

- Leading all communication into user lifecycle management

- Responsible for all CRM efforts including analytics for repeat base, measurement of repeat efforts, and using these to drive business.

- Working with various stakeholders and teams to coordinate retention and loyalty efforts

- Leads analytics initiatives for the team by working closely with the analytics team, both within and outside marketing, to derive relevant consumer insights.

- Drive thinking for relevant consumer offerings, new service offerings, and innovations to drive the repeat business, and work closely with other teams and stakeholders to implement these.

- Define and own entirely consumer channels of communication such as mailers, push, SMS and remarketing channels such as FB and Google for repeat communication.

- Part of the larger leadership team and a key stakeholder within the organization.

Required experience and skills : 

- The overall experience of 5-8 years, with core Retention & Loyalty experience of at least three years.

- Proven leadership and team management skills, have to have led a team comprising R&L managers/channel managers/marketing executives.

- Setting up/defining consumer communication frameworks, and understanding of channels like PNs, Mailers, FB, Google and so on.

- Must be highly analytical and data-driven.

- Should have outstanding communication and leadership skills, be collaborative and a team player