Landmark Group - Manager/Senior Manager - CRM

SUMMARY :

Generate increased Customer Lifetime value through customized engagement and promotions driven through customer analytics

KEY RESPONSIBILITIES :

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