Associate General Manager - Digital Marketing & CRM - Infrastructure/Travel/Manufacturing Firm

Job Purpose

- To strategize and drive overall Digital Marketing and CRM vertical of the company.

- To integrate and manage the existing and any new Brand Digital Assets: Website, social media, e-comm etc.

- To manage and scale unified CRM (social & non-social including call centre)

- To ensure consistent tone of voice

- To drive strategic tech led initiatives for enhancing Customer Experience

- To adopt best practices from within and outside the industry globally

- To drive Business Decision making based on Data.

- To offer a world class seamless tech experience to the customers and partners

- To maintain cordial relationship with all internal and external stakeholders

KRAs

1. Overall Digital Marketing Strategy & execution

- Develop overall digital marketing strategy including Brand assets

- Develop a brand Ecosystem for the Digital environment

- Data Management Approach and utilization of same for enhancing Customer Exp

- To drive overall website and social media traffic and customer engagement

- To constantly explore ways for digital monetization and maintain existing revenue channels

- To consolidate the website and social media presence across existing and future platforms

- Deploy professional tools for listening and analytics and utilize learnings for constant improvement

- Digital Benchmarking & audit

- Brand and platform specific partnerships to enhance customer experience

- Nurturing the online community across platforms in travel/aviation including blogs

- Media Buying

- SEO/ SEM approach and management

2. Unified CRM strategy & Execution

- Ongoing monitoring of 24X7 command center

- Integration of all CRM channels into one- social media, email, call center, govt portals and website CRM

- Management and constant evaluation of technology partner & API integration

- Set up BI dashboards and sharing across the organization to enhance customer experience

- CRM benchmarking & audits

- Innovations to enhance integration with other digital assets and emerging channels

3. Content Strategy

- Drive strategic campaigns and ideas that have direct business impact

- Manage the annual content calendar

- One Brand, One Voice

4. E-Commerce

- Develop E-commerce approach for Customers

- Deploy and integrate with Brand and Brand Ecosystem assets

5. Stakeholder Management

- Nurturing a strong relationship with brands for online campaigns and response management

- Partnered campaigns

- New business promotion

- Ministry and other stakeholders

6. Digital PR

- Maintaining relationship with listicles

- Positive paid and organic articles

- Influencer Management

- Blogs

7. Team & vendor Management

- To 24X7 sustainability of unified CRM operations

- To recruit and train team members and manage their growth

- To manage team attrition

- To identify and onboard vendors

- To ensure timely payment and protect organization's interest

Qualification : MBA