Senior Executive at Max Retail - Landmark Group
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Landmark Group - Assistant Manager - CRM/Offline Marketing (3-5 yrs)
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