Virtuous Retail - Customer Loyalty Manager

1) Job Purpose : 

The Customer Marketing Manager will develop, implement and run Customer marketing/loyalty program for the portfolio - Shopping Centres and Hospitality. Will need to work with key stakeholders to achieve the organizational objectives.

2) Position Summary & Competencies required : 

- Experience of 3-6 years in brand marketing domain and at least 2 years specifically in developing/ managing CRM/ loyalty programs management

- Aptitude to manage data analytics and process and track data

- Go getter, strong communication skills, sensitive to timelines, strong execution skills, process orientation

- Immaculate communication skills

- Understanding of the customer behavior in lifestyle segments (in retail and Hospitality)

- Experience of working in Retail / HORECA/ Service segments is an added advantage

- Vendor and agency management skills

3) Principal Accountability: 

1. Develop the program to capitalize on the customer spends and ensure higher spend / frequency of spending by a customer.

2. Derive customer insights from data, develop meaningful clusters and dynamic targeting of customers to increase our share of wallet. This would need working closely with IT and other analytics partners.

3. Develop the customer marketing/ loyalty program calendar and implement the same with the support of the IT function and the Centre marketing teams.

4. Ensure flawless execution of the program to drive customer spend & engagement.

5. The communication plan to cover in-center marketing, direct, digital and social campaigns, BTL and others.

6. Program development to ensure ease of access to reports and key metrics for performance evaluation.

7. To develop and design marquee events and activations for the program that help the center meet its business objectives.

8. Tie-ups with retailers and others for special offers and privileges for shoppers and ensuring their participation in all marketing programs.

9. Ensure timely updates on customer marketing/ loyalty program through our websites and social media handles through the digital marketing team.

10. The Customer marketing manager needs to work with the key stakeholders - the Centre team and Retailers / other business partners to implement the program and achieve the desired objectives