Associate Director - CRM - Loyalty Management - Luxury Retail

Organisation:

A worldwide organisation dedicated to developing demand for and build an enduring commitment to platinum in jewellery.With its head office in Hong Kong, the organisation operates in India, China, USA and Japan. In India since 2000, with a 16-member team, operations span across the country with the head office in Mumbai and regional offices in Chennai and Delhi

Role:

Develop CRM platform structure and architecture ensuring it works seamlessly across all brands and digital assets.

You will collaborate with the Trade and Consumer Marketing directors to amplify the brand presence, build consumer engagement and ensure retention and loyalty. This position reports to the MD of India Operations

The broad responsibilities are given below

- Developing the CRM platform structure and architecture ensuring it works seamlessly across all brands

- Mapping the consumer journey, analysing touch points with the brands and maximising commercial opportunities

- Planning and delivering CRM strategies across all brands encouraging consumer engage-ment, retention and loyalty

- Making sure the CRM is consumer focused and working to maximise its effectiveness for business growth

- Developing testing strategies for all aspects of the CRM to ensure the most effective ap-proach for the company and its brands

- Championing and driving the CRM strategy ensuring a full buy in from all stakeholders in the business

- Working with external agencies and suppliers to ensure the successful delivery of the CRM plan

- Planning, managing and delivering multi-channel, digital CRM marketing campaigns

- Ensuring the database is segmented effectively for targeted marketing activities

- Monitor and maximise customer lifetime value strategies ensuring maximum profitability

- Collaborate with the Trade and Consumer Marketing directors to maximise current and prospective consumer relationships through the use of the CRM

- Ensure return on investment through KPIs and performance metrics

- Be a part of PG Indias senior management team and deliver on the vision, develop budg-ets, monitor performance, and make key business decisions

- Build a team by hiring the right talent, and then developing, retaining and motivating the team

Candidate:

- 12 - 15 years of experience in a relevant field

- Proven experience in setting up/managing the CRM function

- Excellent technical knowledge of CRM and analytical systems

- Must have a strong commercial outlook and the ability to manage project delivery through internal and external stakeholders

- Excellent understanding of CRM principles in a B2B and B2C environment

- Extensive experience of direct and digital marketing ideally in luxury, premium lifestyle or retail brands

- Strong background in customer acquisition, re-engagement and retention strategies

- A confident and articulate communicator capable of inspiring strong collaboration in an organisation and among stakeholders

Education: Post-graduation, preferably MBA or in the area of computer analytics