Job Description

Manager- Customer engagement & Loyalty- Retail

Location: Mumbai

Experience - 7 -10 yrs

Customer Loyalty:

- Leading and innovating the organisation and Landmark membership programs to grow customer engagement and loyalty.

- Championing the omni-channel member journey to strengthen customer experience.

- Conceptualizing the member communications strategy across digital channels and executing personalized campaigns basis customer insights, brand purpose and business focusses, to grow member contribution and repeat visits - both in-store and online.

- Optimizing spends across channels to get the best ROI from the available budgets.

Customer Insights:

- Driving customer insights-based decisions and actions across the business, by managing 360-degree customer feedback across multiple qualitative and quantitative research channels:

- Data analytics from omni-channel shopping behavior

- Online / face-to-face Surveys

- Focus groups and In-depth interviews

- Customer satisfaction and Brand tracker studies

- Customer Experience feedback surveys

- Competition-shops, Mystery audits, etc.

- Using member shopping behavior to plan and execute data-driven simulations, customer segmentation and other models.

Customer Support:

- Driving the omni-channel customer support strategy for organisation.

- Managing the response and resolution of all customer comments and complaints across email, telephonic, social media, third party websites, within defined timelines.

- Driving and delivering the highest standards of customer experience in all customer conversations.

- As the customer custodian, ensuring that customer support policies strike the right balance between customer-centric and business priorities.

IIM Jobs