Head - CX/CRM Loyalty Integrations - Fashion Business

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 & Major Challenges :

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

- Own relationships with loyalty technology partners and manage day-to-day loyalty technology and digital interventions across 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 the delivery of the CS roadmap across online/ offline channels by working with partners and in-house product and technology teams

- Enhance in-store engagement platforms for company by blending CRM, Customer Service, E-commerce, 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 brands improving adoption of existing technology and identifying new potential partners to enable brands with personalized customer engagement

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