Manager - Customer Relationship - BPO

Job Purpose :

- To contribute towards superior loyalty among brand customers and drive repeat revenue targets for the brand. To conceptualize and drive brand wide initiatives including store launches, product launches & customer connect initiatives. Additionally to provide BTL support for focus region/channel/stores.

- Other Quantitative and Important Parameters for the job: Budgets/ Volumes/No. of Products/Geography/ Markets/ Customers or any other parameter - 550 cr revenue in FY24 , FY23 400 Cr

- Call centre management - 15 employees ( include calling agents for virtual selling )- scaling fast 75% Repeat business

- To periodically review the loyalty program structure and make required changes to create more efficient program.

- To coordinate with multiple internal teams including retail operations, marketing, visual merchandising-commerce & merchandising to align effective BTL & CRM communication, as per brand's requirement.

- To design & execute campaigns, matching marketing calendar & stories to channel's requirement.

- To plan and execute campaigns that ensure achievement of brand's repeat revenue targets and to maintain engagement of the brand

- Create effective reporting and training programs to bring in transparency and support business decision making for the brand teams.

- To ensure Brand NPS (Customer satisfaction) and enable customer feedback to be actioned by internal stakeholders

External :

- Conceptualise the team structure to ensure analytics, campaign design & creative capabilities to carry out end-to-end CRM campaigns.

- Stakeholder management in terms of managing external vendors, controlling costs & controlling their communication mechanism with the internal teams including customer service, operations & marketing teams.

- Maintaining customer relationship & experience at various touchpoints

- Create customer satisfaction at various touchpoints (store, website, customer care).

- Ensure call centre operations - manage customer touchpoints across channels - for online / offline across calls /mails / phones / whatsapp etc