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Landmark Group - Manager - Customer Loyalty (3-6 yrs)
Customer Loyalty Manager
CLV Management :
- Track and Manage the Customer Lifetime value of customers enrolled in the Landmark Rewards program
- Leverage data analytics to conduct cluster level catchment analytics to maximize cluster spends of customers
- Design handholding programs depending on customer segment
- Design & execute customized campaigns to drive customer retention, frequency of purchase, cross selling & upselling
- Strategize & execute plans for new season launches for the loyal customer base
- Create personalized campaigns at scale for customers to drive offline as well as online sales
- Leverage the analytics team to create dashboards which give insights on the business performance. Review the same at suitable intervals and propose suitable actions
- Closely work with the regional teams to create actionable insights for focus markets
Campaign Management :
- Plan and Execute the CRM Promotion and Engagement calendar for every quarter to increase frequency and spends of customers
- Manage the communication planning for all the SMS & E-Mails 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
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
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