Responsibilities:
- Responsible for running Loyalty Programme and reviewing the existing one improvising it.
- Responsible for increasing customer engagement on the loyalty program
- Responsible for CRM marketing to run targeted campaigns to the loyalty database
- Responsible for analysing data points to understand which loyalty segments to target
- Responsible for re-engaging lapsed/near lapsing loyalty database to drive purchase.
- Develop and implement programs for customer on boarding, lifecycle management, segmentation and analysis based on customer metrics.
- Responsible for CRM teams, for ORM Teams, Customer Service online.
- Responsible to ensuring that the customer experience is as per brand guidelines.
- Review CRM and ORM team performance for optimal front facing consumer satisfaction.
- Responsible for identifying patterns in customer service feedback, complaints and queries
- Responsible for feeding back insights from CS to content teams to work on website/social media/product content/FAQ's
- Manage the Customer Service Team
KEY PERFORMANCE INDICATORS:
1. CS: Active Engagement, Response Time and Audit Score, Resolution Time
2. Loyalty Program : (Customer Acquisition Cost) -CAC, Conversion Rates, (Customer Lifetime Value) -CLTV
PREFERRED CANDIDATE:
- 4-6 years' Work Experience in the field of Customer Relationship Management
- Experience of running a loyalty program (preferred)
- Good decision making skills and exceptional execution speed
- Ability to handle multiple stakeholders and drive improvements with team alignment
- Hardworking, Positive, can-do attitude. Ability to handle stretch goals with ease
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