Head - Customer Loyalty & Membership Program - Consumer Durable

We have a very urgent position in one of the leading consumer durable brand in India :

Position: Head, Customer Loyalty and Membership program

CTC :- Negotiable p.a. approx ( depending upon a current package, experience, education, interview status )

Reporting to: Service Head

Roles and responsibilities:

1. Develop and implement strategies that help in growth of transactions/ engagement with the existing customer base - using the CRM database.

2. Connect with our 5 million customers through

a) SMS

b) Email

c) Content to be delivered through SA visits

d) All the above leading to an increase in revenue by selling company Essentials/ Product

Exchanges/ Cross Sales of products :

- Manage the above customer contact strategy and execute as per agreed timelines

3. Interaction with marketing / digital team to develop content / messaging.

4. In-charge of ongoing cleaning of database and updates.

5. Develop cross-channel partners banking, digital platforms, and use them for customer engagement.

6. Start the customer loyalty program

a) How do we convert customers who have purchased into  members

b) How do we engage them and create a rewards mechanism?

c) How do we ensure repeat purchases from them.

d) What special benefits in service, IFB Points etc should be available for Loyalty Program members.

e) Detail and initiate the program.

Qualification: MBA