Job Description

CRM Lead

COMPANY PROFILE

https://www.lenskart.com/

Lenskart is the leading e-commerce portal for eyewear in India. It has revolutionized the eyewear industry in the country with its omni-channel approach. From an ever-growing number of offline stores across major cities in the country to innovative integration of technology while purchasing online, Lenskart caters to every customer with several deals and offers. A one-stop online solution for purchasing eyewear and its accessories, Lenskart delivers them right at your doorstep with convenient methods of payment. Sunglasses as well as eyeglasses are available for men and women in a diverse array of styles and trendy colours

Role : CRM Lead / Head (AGM/Senior Manager)

Location : Gurgaon

Job description :

- Lenskart was founded with a vision to help people see the beautiful world by revolutionising the eyewear category in India and beyond. The ten-year-old company now delivers 7 million + spectacles a year in India and Singapore and plans to ship out over a billion glasses over the next ten years.

- Lenskart being an omnichannel direct to consumer retail brand provides a unique ecosystem of a full spectrum of analytics use cases which very few companies in the world provide. This creates a unique challenge and opportunity for professionals to learn and contribute, at the same time solving a 2 billion+ problem.Our Marketing team is a key growth & central function in Lenskart to drive the company's customer experience vision.

We are looking for the CRM Head for India market who will be responsible to drive the direct marketing campaigns to drive :

- Traffic to our customer touchpoints including stores, apps, websites, telesales

- Coordinate with key business heads for marketing needs and plan campaign strategies.

- Drive customer retention, repeat rates and growth of business/coordination with key business stakeholders.

- Plan & execute targeted campaign strategies across multiple customer channels of SMS, Email, and Push Notifications

- Maximize marketing ROI and efficiently manage campaign budgets by providing campaign analytics

- Coordinate with channel vendors to optimize channel costs.

- Innovate on campaign strategies with the use of content, tech and data.

- Provide Campaign ROI / Budget utilization analysis and update to management.

Job requirements :

- The candidate needs to have 8 - 10 years of relevant experience, and a strong blend of hard and soft skills.

- Bachelor's / Master's degree (MBA, B. Tech, Economics) or Equivalent graduate / master degree from tier 1 / 2 colleges

- Strong stakeholder management skills and assertively manage expectations and negotiate.

- Demonstrated Experience in working with marketing automation (Marchtech) and email marketing tools any one (Clevertap, Webengage, Moengage, Hubspot)

- Strong experience with SMS, Email, Push notifications, WhatsApp, SMS marketing.

- Strong team management skills and able to lead a team of 4 - 5 people.

- Strong understanding of Marketing Analytics with hands-on working knowledge with data in Excel / SQL / Power BI tools.

- Solid background in customer acquisition strategies in retail /ecommerce environment

- Technical expertise with CRM and analytical systems and tools and ability to manage marketing projects end-to-end while working with Leadership

- Strong capability to understand business problems in the context of an Omni Channel Retail and use data to solve them.

- Strong Experience in B2B CRM and loyalty marketing with expertise in scaling up conversions and retention metrics in the Retail Industry.

- Strong: experience in marketing D2C, Online, and Retail channels.

- Preferred: An understanding of premium content in the fashion, design, travel and lifestyle spaces.

- Excellent communication, teamwork and problem-solving skills

Responsibilities :

- Monitor relationships with existing customers through CRM systems

- Ensure the CRM system provides an effective sales funnel

- Develop and implement marketing techniques that will drive new customers

- Set specific marketing strategies to retain customers

- Plan and manage multi-channel marketing campaigns

- Suggest new methods to address customers' needs

- Track marketing KPI metrics and trends, like conversion rates and web analytics

- Assist with organizing promotional events to reach prospective customers

- Review and select CRM software that meets our company's needs

- Conduct market research to follow trends and competition