CLV Management

- Track and Manage the Customer Lifetime value of customers enrolled in the Landmark Rewards program

- Create and execute plans to migrate customers from offline only to Omni-channel customers as a result increase their overall spends at MAX - both online and offline

- Work with the maxfashion.com team to design and implement interventions for the loyal base of customers to increase spends and category contribution

- Design customized customer cluster level initiatives to reduce the single item purchases and increase the ABS

- Run Social Media analytics to enrich the database

- Leverage data analytics to conduct cluster level catchment analytics to maximize cluster spends of customers

- Aid both online and offline teams (Operations / Brand com / product teams) through qualitative and quantitative consumer research (customer interviews, data analytics, client profiles) to create hypothesis & subsequent actions

Customer Engagement

- Be the NPS champion in the organization - Manage processes/ technology / projects

- Drive improvements through NPS - Analyze & present learnings which can be translated into projects leading to substantial improvements in customer experience

- Closely work with the customer service manager to define customer journeys

- Plan and Execute the CRM Promotion and Engagement calendar for every quarter for online customers to increase frequency and spends of customers

- Manage the communication planning for all the SMS, E-Mails, Digital and Social campaigns to be done through the partners/HO Teams

- Close the CBA process, approval, set-up and testing for all coupon campaigns

- Create a portfolio management approach for high contribution customers

- Create a transition program for Landmark Rewards base from offline to online

People management

- Influence cross functional teams - Ops / product / tech / group to drive the NPS / CRM agenda

- Manage analytics, campaign management, research vendors - Create review mechanisms

- Create training modules in association with the training and development team for Regional teams to understand processes / data analytics