Senior Executive - CRM and Digital • GSC - Digital
Danone
- Mumbai, Maharashtra
- Permanent
- Full-time
- Manage end-to-end customer touchpoints operations, transformation for internal and extended team.
- Manage inbound and outbound queries, TAT, and response mechanism. Provide professional advice within the legal and compliance framework
- Manage all operational local and global KPIs and dashboard for CRM
- Managing the Diet Program Bot and tools
- Manging external Nutritionist Program
- Connect with consumers whenever needed to manage consumers.
- Manage crisis management process end to end
- Develop, Manage SOPs, local and global SOPs • Consumer Data management within legal and compliance framework
- Technology upgrades and process improvement in the CRM systems
- Comply on timelines for local and global reporting requirements
- Execute digital media plans (across channels as per the consumer journey) for brands along with agency
- Maintain a digital dashboard/reporting to tracks digital campaigns/activations, progress, and impact on brand performance
- Assist in managing Web assets, Search for all brands
- Managing the online consumer conversations and the online reputation via internal and external tools
- Assist in managing global digital activations and tools
- Manages the internal approval and contracts
- Ensure compliance with Danone processes (e.g., contracts with partners, approval of invoices for digital etc)
- Collaborate with internal teams, Marketing, HR, Sales, Commercial Excellence etc.
- Gather monthly/quarterly/yearly consumer Insight to share with business teams Job Specifications
- 7-8 years CRM professional with digital experience of managing consumers. Nutrition knowledge will be a plus. Experience in managing consumers across touchpoints and digital knowledge in terms of managing 360 digital activations for brands is key.
- Good to have: Search, Martech, GA