Manager - CRM - Loyalty Program Management

Responsibilities:

- Responsible for running Loyalty Programme and reviewing the existing one improvising it.

- Responsible for increasing customer engagement on the loyalty program

- Responsible for CRM marketing to run targeted campaigns to the loyalty database

- Responsible for analysing data points to understand which loyalty segments to target

- Responsible for re-engaging lapsed/near lapsing loyalty database to drive purchase.

- Develop and implement programs for customer on boarding, lifecycle management, segmentation and analysis based on customer metrics.

- Responsible for CRM teams, for ORM Teams, Customer Service online.

- Responsible to ensuring that the customer experience is as per brand guidelines.

- Review CRM and ORM team performance for optimal front facing consumer satisfaction.

- Responsible for identifying patterns in customer service feedback, complaints and queries

- Responsible for feeding back insights from CS to content teams to work on website/social media/product content/FAQ's

- Manage the Customer Service Team

KEY PERFORMANCE INDICATORS:

1. CS: Active Engagement, Response Time and Audit Score, Resolution Time

2. Loyalty Program : (Customer Acquisition Cost) -CAC, Conversion Rates, (Customer Lifetime Value) -CLTV

PREFERRED CANDIDATE:

- 4-6 years' Work Experience in the field of Customer Relationship Management

- Experience of running a loyalty program (preferred)

- Good decision making skills and exceptional execution speed

- Ability to handle multiple stakeholders and drive improvements with team alignment

- Hardworking, Positive, can-do attitude. Ability to handle stretch goals with ease