CRM Manager – Marketing

Build CRM strategy across customer cohorts

- Build a structured CRM program with focus on customer LTV

- Use scientific segmentation approach and drive key KPI’s like frequency, winbacks, churn etc.

- Drive efficiency in marketing spends by optimising/targeting discounts and improving ROI

- Participate in key decision making forums & communicate key insights in an effective and influential manner

- Draw insights from consumer research, sentiment analysis and leverage these findings to drive customer engagement

Business Support & Funnel Management

- Monitor campaign and Own Assets funnels to assess opportunities and build programs to improve conversion andreduce drop-offs

-Collaborate with insights team to generate and execute actionable business recommendations (setup A-B

- Expedite root cause analyses/insight generation against a given recurring use case

Loyalty Program

- Work in partnership with the digital tech/product team to launch the loyalty program and personalisation initiatives

Impact on Innovations & Changes

-Implementation and continuous improvement of CRM processes and systems

-Regular monitoring of latest trends in CRM strategies/tools/vendors/channels and driving adoption through pilots and consequently scale-up post success

Stakeholder Management – Internal & External

- Conduct regular planning and reviews key performance metrics and aid in benefitting from change

- Drive precision CRM to support regional, city level, store level business challenges

- Work and setup a vendor ecosystem of creative/copy agencies for execution of Customer Lifecycle communication

- Coordination with the service provider agencies for new feature development or maintenance/execution of campaigns

- Post Graduate in Marketing (or related field) from Tier 1 college

- 4 to 6 years of experience in CRM/Digital function

- Excellent understanding of CRM marketing concepts (retention, churn prevention, reactivation & win-back) and best practices in the industry

- Hands-on experience in using new age CRM tools (Moengage, Clevertap etc) and Google Analytics

- Exposure and understanding of service providers across CRM channels

- Hunger to own the product and take it to next level

- Understanding of Loyalty programs and build to scale

What do we expect from you?

- Creative and structured thinking to solve real-world problems

- Strong consumer behaviour understanding & insights

- Fail fast, learn faster approach

- Comfortable in a high-energy, fast-paced environment

- Proficient verbal and written communication skills

- Detail-oriented with the ability to self-direct work in an unstructured environment

- Excellent partnership and collaboration skills with the ability to work cross-functionally

- Good organisational skills including prioritising, scheduling, time management, and meeting deadlines