Role Outline :

- The role of CRM Lead/Manager is based in Chennai and could report to the Manager/Director depending on prior experience.

- The candidate should be passionate about customer management and marketing. The candidate will own the planning, management, execution and measurement of all retention and acquisition related CRM activities. The role requires the candidate to have a strong understanding of CRM packages - how to use them effectively for email and SMS marketing, and for mapping and improving customer journeys. The candidate should be able to co-ordinate with the larger marketing group to deliver effective campaigns through the CRM.

- The candidate should be comfortable with numbers and metrics and should be results oriented. The candidate should understand the technical aspects of CRM implementation to a good extent to be able to liaise with the software staff and get CRM features implemented. The role may have some people management responsibilities.

Grade : 4/5

Department : Customer Management

Reports To : Manager

Location : Chennai

Experience : 4-7 years

Key responsibilities :

- Manage and own all CRM activities related to customer interaction

- Contribute to strategy and planning of customer management activities and define the quarterly/annual CRM strategy

- Manage the CRM and other related external relationships

- Manage the CRM budget/expenses

- Work with the larger customer management team to define and generated the required reports for all CRM activities

- Leverage customer segments identified by Customer Analytics and partner with the Brand team to come up with strategies that ensure we have the right exchange with the right customer at the right time. Develop and maintain the decision rules for determining the next best action at the customer level across channels in line with business priorities

- Build the customer contact plan to deliver against commercial plans. Act as - traffic-control- to ensure optimum messaging across functions, products and purposes e.g. Sales, Service and Champion challenger.

- Constantly develop, manage and optimise challenger strategies for customer interaction

- Promote customer values and objectives into the design, development and implementation phases of system development projects

- Actively look out for tools and services that can add value to the Customer Management business

Desired Skills and Experience :

- Strong problem solving skills

- Masters degree in marketing / business management

- 2+ years of experience dealing with CRM packages. Knowledge/experience with Exact Target would be a big plus

- 4+ years of experience in a customer marketing role

- Understanding of metrics like Customer lifetime value/ROI

- Prior experience in people management

- Ability to work well in cross-functional, technical, diverse and geographically dispersed teams.

- Organized individual with knowledge of efficient tracking and time management practices

- Good communication and presentation skills. Ability to talk and present to high management

- Knowledge of excel, word and power point

- Prior experience with loyalty programs and customer review tools and management would be a plus

R. Mahesh Kumar
Global Professional Services

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