Manager - Customer Loyalty - Consumer Business

Manager- Customer Loyalty

Overview:

Design and execute customer journeys consisting of different mode of communication, incentives for continuous engagement and retention. To manage CRM through marketing channels like emailers, SMS, Push Notifications, and In-app Notifications with a focus on improving engagement and retention metrics.

Key Responsibilities:

- Track and Manage the Customer Lifetime value and 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 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.

- Closely work with the cross functional 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

- Create a portfolio management approach for high contribution customers

- Manage analytics, campaign management, research vendors

- Create review mechanisms - Create training modules in association with the training and development team to understand processes / data analytics

Essential Skills & Qualification:

- Understanding of CLM with a minimum of 5 years of relevant experience

- Proficiency in MS Office applications specifically Excel and Powerpoint

- Experience in managing customer life cycle, retention, CRM activities for consumer business.

- Must have hands on experience in CLM, CRM growth business

- Able to collaborate effectively across teams