Lifestyle International - Manager/Senior Manager - Program Management - Customer Loyalty & Analytics/CRM - Homecentre

Please find the below job description:

Position: Program Management Customer Loyalty and Analytics with Homecentre,

Corporate office Bangalore.

Function / Department : CRM

Designation: Senior Manager / Manager

Role Summary

- Ideate and implement analytics driven strategic initiatives to drive growth, retain existing and attract new customers for Home centre - Plan & execute customer engagement programs for Home centre stores and Homecentre.com with a 360 omnichannel approach

Summary of Role Responsibilities

- Drive Digital collaboration initiatives that will enhance customer experience, loyalty and generate customer enthusiasm for new products thus amplifying sales and market share




- Engage with new and emerging cutting-edge retail technology companies




- Increase customer delight through festive offers, birthday wishes etc. 




- Manage the CRM campaign calendar (email, SMS, coupon campaigns) end to end in coordination with the partnering agency 




- Drive omnichannel shopping with special focus on increasing loyalty and customer visits to lifestylestores.com 




- Draw analytical insights for offline and online customer behaviour & recommend strategies to maximize omnichannel customer lifetime value across all touchpoints 




- Derive actionable insights and drive change programs impacting product, price and promotion 




- Build and drive Gift card business (applicable only for Homecentre) 




- Aid retail operations through qualitative and quantitative consumer research (customer interviews, data analytics)

Part II

Key Job Responsibilities

Strategic initiatives 





- Conduct market research, competition analysis, customer segmentation and gather consumer insights 




- Identify opportunities by analysing data to increase sales profitably, prescribe the actions to take and track those actions by financial impact 




- Drive Digital collaboration initiatives that will enhance customer experience, loyalty and generate customer enthusiasm for new products thus amplifying sales and market share 




- Engage with new and emerging cutting-edge retail technology companies Customer Engagement




- Influence through offers and communication to cross sell and upsell at point of sale 




- Increase customer delight through festive offers, birthday wishes etc. 




- Retain and influence existing customers for repeat visits to store (launches, offers etc.) 




- Manage the CRM campaign calendar (email, SMS, coupon campaigns) end to end in coordination with the partnering agency 




- Drive omnichannel shopping with special focus on increasing loyalty and customer visits to lifestylestores.com 




- Tie up with external vendors/partners to reach out to bigger customer base and build brand awareness 




- Acquire new customers from other formats, registrations and data quality

Analytics 




- Provide usage/buying behaviour of customer and comparative analysis for driving campaigns to stores/concepts 




- Provide store level analytics for low performing stores / products 




- Provide cross concept level analytics to understand and influence buying behaviors 




- Build proactive models to build customers 




- Perform A/B testing to identify what is working and not working 




- Draw analytical insights for offline and online customer behaviour & recommend strategies to maximize omnichannel customer lifetime value across all touchpoints 




- Derive actionable insights and drive change programs impacting product, price and promotion 




- Aid retail operations through qualitative and quantitative consumer research (customer interviews, data analytics) 




- Partner with business teams and analytics agencies to understand key triggers to drive repeat purchases in various categories 




- Create reporting dashboards and oversee marketing campaign performance reporting to the business teams 




- Partner with IT team to implement new CRM features to constantly improve customer experience Gift cards (only for Home centre Program Manager) 




- Build gift cards portfolio through business development and brand development