General Manager - CX Loyalty Integrations - eCommerce

General Manager- CX Loyalty Integrations- BANGALORE

(Exp in Chatbot,Whatsapp, CX solutions,Loyalty, Retention from B2C Ecommerce only apply)

Exp- 8 -13 years

Salary- 45 LPA

YOU WILL BE A GREAT FIT IF:

- You are a subject matter expert in defining LOYALTY program design and technology roadmap

- You have worked with Chatbot, Whatsapp,Voice of Customer and Retention Technology, CX solutions, NPS SOlutions, Loyalty, Retention Marketing.

- You have exp in Managing delivery of CS roadmap across online/ offline channels

- You have exp in Building chatbots and NLP-assisted customer-service responses to drive increased automation and reduce TAT & costs

- You have experience in executing CRM marketing campaigns across mobile, email, app, Whatsapp and social media.

Roles & Responsibilities :

Job Purpose: Working with business units and brands to deliver world-class digital customer experience across customer service touch-points including Loyalty management, chatbots, customer service, and in-store engagement.

Job Context :

- Provide subject matter expertise in defining loyalty program design and technology roadmap

- Own relationships of loyalty technology partners and manage day-to-day loyalty technology and digital interventions across the brands. Assess and manage the performance of loyalty programs and support businesses/ brands

- Work with design and research teams to identify improvement areas in CS capabilities and define a roadmap that is aligned with delivery teams and business/ops teams

- Manage delivery of CS roadmap across online/ offline channels by working with partners and in-house product and technology teams

- Enhance in-store engagement platforms for the company by blending CRM, Customer Service, Ecommerce and marketing technology to enable 1:1 relationships between store and consumers

- Build chatbots and NLP-assisted customer-service responses to drive increased automation and reduced TAT and costs for Contact center teams

- Manage Marketing technology as a capability across the brands improving adoption of existing technology and identifying new potential partners to enable brands with personalized customer engagement

- Evaluate partnerships with right Advertising technology partners to improve customer acquisition and activation for the brands

- Support brands in designing, planning and executing CRM marketing campaigns across mobile, email, app, Whatsapp and social media. Measure and report the performance of all CRM retention campaigns, and assess against goals (ROI and KPIs)