Lead - Strategic Initiatives - Customer Relationship Management - Retail

Lead Strategic Initiatives - CRM with leading Retail Brand.

SUMMARY

- Identify and drive new initiatives to digitally transform customer experience and engagement in our stores / online.

- Identify initiatives for 360 understanding of customers, and responsive engagement with them, through multiple channels

- Identify process transformation projects, that can help improve customer delight

KEY RESPONSIBILITIES

- Identify key customer metrics to be improved for providing customers with a seamless shopping experience.

- Review customer journeys and our internal processes to identify opportunities and create improvement projects to impact those metrics

- Scan technology and business model innovations in the market, to drive trials and speed of adoption of relevant solutions.

- Build the NPS infrastructure , processes, reporting and governance Process adherence

- Rigor around Customer insights, engagement processes and NPS

- Drive the governance model for Customer experience / engagement pilots.

People Management

- Influence the various format CEOs / Marketing Heads in order to drive the identified strategic initiatives.

- Work with IT and finance to create business case

KEY RESULT AREAS ( KRAs) :

- Identify and operationalize initiatives, that can create a measurable LFL impact.