- As CRM & Loyalty Program Manager, you play a
key role in activating the Loyalty + CRM CVP in the market and delivering value
for the business. - You will be the main custodian of JUST IN TIME Loyalty program and ensure that the CVP is continuously benchmarked and remains customer centric.
- You will be accountable to ensure the smooth functioning of the CRM & Loyalty program to achieve targeted customer base year-on-year through acquisition, retention, and win-back strategies.
Responsibilities
CRM:
- Driving next purchase
- Reducing time-gap between purchases i.e. getting past buyers to come
back faster - Reducing dormancy of the CRM base
- ROI of all CRM activities
- Develop CRM plan as a layer to the marketing plan: Designing &
Executing the CRM communication calendar i.e. What goes out on which channel
(SMS, Mail, SM, etc..) and when - Design the CRM communications structure: Devising strategies for
Managing& Mapping customer journeys
Loyalty Program:
- Responsible for design & delivery of the Program: member benefits & experiences
- Financial performance against budget: P&L and ROI
- Conceptualize member enrolment, retention & engagement initiatives basis
analytics - Monitor and analyze key performance metrics and customer insights to assess the
effectiveness of loyalty initiatives and make data-driven recommendations for
optimization. - Insights and customer & store feedback
- Campaign Management: Plan and execute targeted marketing campaigns and
promotions to drive participation in the loyalty program and increase customer
engagement. - Leverage Loyalty bases to drive incremental business
Competency
Experience:
- Minimum 3 years of experience in a similar role
- Proven success in developing and implementing loyalty/CRM strategies
Education: Bachelors in Marketing or related field
Knowledge:
- Strong understanding of customer behaviour and value drivers in retention models
- Email and marketing automation ESP platforms, on-site personalisation, as well as
SMS and direct mail - Familiarity with Database Marketing laws (GDPR, CAN-SPAM, etc.) is a plus
- Knowledge of implementation and usage of CRM software such as Kapture CRM,
Semrush Must have worked on these softwares.
Skills:
- Strong ability in using Google Analytics
- Ability to analyse data & undertake data driven decisions
- Excellent Excel skills to interpret data insights and report back to the business
