Chief Manager - CRM & Loyalty (Apparel Retail Brand)
- Gurgaon, Haryana
- Permanent
- Full-time
Location: Gurgaon
Salary: Negotiable
Industry: Retail/ Apparel/ FashionThe Chief Manager - CRM &
Loyalty will lead the customer relationship management strategy for apparel
retail brand in India, with a strong focus on enhancing customer loyalty and
driving revenue growth. The ideal candidate will bring 12+ years of experience
in consumer-driven loyalty marketing, with a proven ability to design and
execute data-led CRM initiatives that deepen customer engagement and deliver
measurable business impact.Key Deliverables (Essential
functions & Responsibilities of the Job):CRM and Loyalty·
Responsible for leading the customer
loyalty program for the organization.·
Augment the Loyalty program by
studying effectiveness of all elements, benchmarking key brands across the
world and coming up with out of the box ideas.·
Drive Loyalty enrolment & retention
by creating focused efforts to build communication strategies for Loyalty
customers and enhancing the loyalty program.·
Design and develop Marketing
campaigns that are data-driven and segment-focused with accountability for the
effectiveness of the campaigns - focused on retaining customers, increasing
customer purchase frequency to boost revenue at a healthy ROI·
Campaign Planning (with close
coordination with Buying & Merchandising and Retail) on the basis of
Business requirement and Customer Data analytics·
Manage program performance and
customer behavior through customer segmentation, program and campaign level
impact (return on investment and profitability)·
Annual & monthly budget planning·
Own the Omni-channel strategy,
tactics and delivery of communication plan using various media channels·
Manage & enhance the CRM
Omni-channel marketing set-up, Data Mart and SVOC by co-ordination with
internal & external stakeholdersCustomer Life Cycle Management·
Enhance CLM program by modifying
automated journeys, adding new triggers and communication channels and
developing Machine Learning models. Monitor efficacy of all CLM offers and
evaluate ROI·
Conceptualize and atomization of CLM
rules on the basis of Micro Segmentation of customer purchase behavior.Customer Insight and Data
Analytics·
Uncover business insights on the
basis of Customer Purchase pattern, identifying different problem areas and
conceptualizing different programs to address it. (Low frequency, New to
repeat, Lapse and Dormant program, Fencing High Value and High Frequency
Customers).·
Provide business level insights
beyond the CRM function to inform organizational strategy. Lead
cross-functional projects using advanced data modeling and analysis techniques
to discover insights that will guide strategic decisions and uncover
optimization opportunities.·
Business Analysis at BU Level/store
level to address specific issues and develop strategy to increase active base
and loyalty base sale·
In depth analysis and ROI
calculation for all CRM activities·
Lead the development of data models,
reporting systems, data automation systems, dashboards and performance metrics
support that support key business decisions.·
Conceptualize consumer research
internally and externally to uncover the core consumer motivations behind the
data points.Creative Development·
Develop engaging content related to
loyalty by working with internal and external creative teams·
Design Creative A/B tests to
optimize communication·
Coordinate to ensure timely delivery
and execution of the creatives madeTeam Management·
Manage the performance of the team -
set annual performance goals, monitor performance and provide constructive
feedback to improve performance.·
Identify their training and
development needs and ensure their fulfilment·
Develop and mentor team to move to
the next higher level of job through career planning and develop a development
chart·
Ensure compliance to Company
policies and values.mail updated resume with current salary-email: jobs@glansolutuions.comsatish: 88O2749743website: www.glansolutions.com