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Program Management Role - Customer Loyalty & Analytical (7-15 yrs)
Role Summary
- Ideate and implement analytics driven strategic initiatives to drive growth, retain existing and attract new customers for Lifestyle
- Plan & execute customer engagement programs for stores and website 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 to create a CX roadmap - Increase customer delight through festive offers, birthday wishes etc.
- Drive NPS across territories, to ensure optimal customer satisfaction scores
- 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 website of the company
- 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)
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