PURPOSE OF POSITION
- The candidate will lead Customer Engagement Programs within Online business. He/she will be responsible for creating/ managing cross-functional initiatives intended to create the most compelling customer engagement programs in the industry.
- The programs/ initiatives need to be based on a foundation of deep customer centricity, strong analytics, sharp planning and story-telling coupled with product/tech understanding for an enhanced customer experience
JOB RESPONSIBILITY :
- Study best in class customer engagement programs across relevant industries globally.
- Design holistic campaigns to engage the customers, ensuring better retention eventually leading to higher LTV
- Obsess about customer experience and suggest iterative measures to delight customers
- Conceptualize, Plan & Execute Customer Loyalty and Referral Programs
- Individually interface with associated internal stakeholders to align and drive agenda points to propel the program's success
- Figure out win-wins with each of the stakeholders to ensure timely delivery of projects, offerings
- Employ best-practices of program management to break down initiatives into short-term and long-term goals
- Producing accurate and timely reporting of program status throughout its life-cycle; proactively highlight red-flags and ensure resolution
- Developing evaluation methods to assess the success of initiatives being undertaken
KEY RESULT AREAS :
- New initiatives / project launches
- Time bound execution of identified/ aligned projects
- Incremental Revenue generated through new initiatives
- Other initiative specific metrics and KPIs
QUALIFICATION & EXPERIENCE :
- 3-8 years of overall experience with 3+ years of ecommerce experience in running Loyalty/ Referral/ CDM programs
- MBA from top tier business school pref.
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