DESCRIPTION : - We are looking for an Engagement Lead and for us, this role is a key pillar in the business's strategy as it serves to maximize our Delivery Partner and other consumer experience from onboarding to Engagement till Retention. - The role will also look for ways to personalise offers and campaigns and communication so that the business teams can easily engage and have tools to acquire new customers - Delivery Partner, Hulk Drivers, Offroll Taskforce and client partners. The role is data-driven and will rely on data collection on consumer insights concerning engagement programs across the business as a whole.&nbsp; - This is for the purpose of ensuring that there is a consistency in data-driven decision making and strategy formulation within the marketing team to enhance and implement campaigns and programs OBJECTIVES AND OVERALL RESPONSIBILITIES OF THE CONTENT LEAD: Collaboration : - The role is also a collaborative position and, as such, he supports the business and supply department by providing the personnel with his expertise in sales decision making as well as engaging in consumer acquisition and retention approaches that complement and support sales efforts. - The role requires close alignment with management and stakeholders in the formulation of engagement strategies, campaigns, risk management measures, and solutions as well as the determination of budgetary allocations within the department. Analytics: - The role has analytical responsibilities where it undertakes rigorous monitoring and evaluation of engagement and loyalty campaigns and activities in order to measure ROI, prioritize resources, and enable continuous improvement in consumer acquisition and retention initiatives. - Evaluates data, that is, behaviour, program engagement, rewards redemptions, user experience analyses, as well as business performance metrics in order to realize areas of improvement in the business's engagement campaigns, which will drive better results in consumer acquisition and retention. - Knowledge and Opportunity : The Head of CRM monitors and conducts research on trends in the CRM field within the commercial sector and identifies emerging opportunities that the business could capitalize on and gain a competitive advantage in terms of consumer acquisition and retention in the market. - Other Duties : The role will also perform other duties as deemed necessary in the execution of his/her duties and duties as assigned by the Head of Marketing, or the leadership. - Communication Skill s: Communication skills are an important quality for the role, both in verbal and written form. Being a collaborative position, effective execution of cross-functional and departmental duties will be highly dependent on the clarity of communication down the line. - Additionally, the roll has a responsibility to create reports generated in the execution of his analyses. These reports are presented to senior management and key stakeholders and have to be well structured, clear, concise, easy to understand, and unambiguous. Must also be capable of defending the conclusions and proposals resulting from his findings/reports in an articulate and convincing manner. - Interpersonal Skills : The engagement lead must be passionate about facilitating consumer experience and value, the role will be self-motivated and proactive, he/she will have an insatiable thirst for knowledge, he will display creative problem-solving skills, he/she will be able to work comfortably in a group setting, he will be comfortable taking calculated risks, he will readily embrace and lead change, and he will possess a high level of resilience and display composure in uncertain situations. - Leadership/People Skills: The role has to have the ability to build positive internal and external relationships. he/she will have an ability to command a crowd and move it with a unified vision and towards a common goal. He must be approachable, relatable, and inspire trust in others, making the collaborating personnel ready and willing to follow in he/she direction. BASIC RESPONSIBILITIE : - Develop an engagement and loyalty marketing calendar inclusive of necessary incentives, partnerships, and messages to drive service frequency, stickiness to Shadowfax platform - Identify opportunities for program evolution and action upon these opportunities for future success. - Work closely with the Advanced Analytics team and channel owners to identify new opportunities to profile and segment our customer database. Develop a holistic cross channel testing strategy to support ongoing optimization (e.g. tier migration, re-activation). - Ensure consistent, accurate reporting on Loyalty and Customer Retention - Test new methods of capturing data either through technology improvements, strategic partnerships, or program enhancements - Partner with the business organization to continue to optimize the loyalty program based on direct customer feedback and operational needs. - Build and maintain an eco-system of triggered customer journeys that are tailored around the individual. Leverage technology to automate and test personalized content at scale. - Partner with other departments to drive personalization across all of the marketing channels, particularly app notifications, email, social, WhatsApp, SMS and the web - Work closely with IT and Analytics to manage the database, including ongoing DB hygiene and testing /validating new data integrations - Support the business from a CRM perspective on the roll-out of key retention activities - Develop process and procedures necessary to link partners with programs (CRM & Loyalty) - Sound people skills and the ability to establish and build on working relationships effectively. - Demonstrated ability to use initiative and apply creative ideas within a corporate environment. - Knowledge of and empathy with the Tier 2 and 3 customers. - Strong skills with P&L balance sheets and can analyse and interpret financial and sales data. - Strong understanding of loyalty metrics and analytics drivers to create sales pathways. - Ability to plan and prepare for outcomes on the basis of priority and effective management of time. - Technical knowledge relevant to the position, and a commitment to continuously update skills - Experience of over 6-7 years - Entrepreneurial; ability to drive forward with goals independently - Solid loyalty program and community management experience required - Experience in project management is a plus

Bangalore

ShadowFax - Engagement Lead - Customer Experience 

ShadowFax - Engagement Lead - Customer Experience  ,Job Description for ShadowFax - Engagement Lead - Customer Experience  in ShadowFax in  Bangalore for (6-8) years of experience. Apply Now!

Job Description for ShadowFax - Engagement Lead - Customer Experience  in ShadowFax in  Bangalore for (6-8) years of experience. Apply Now!