Customer Relations & Loyalty Management

Manager - Customer Relations and Loyalty Management

Core Responsibilities:

- The person will have the responsibility of Carrying out the Retention and Loyalty team responsibilities

Person would be responsible for

- Conceptualizing and creating the Strategy Roadmap for the Retention and Loyalty team

- Identifying the right customer cohorts basis a detailed segmentation exercise

- Planning a business roadmap for effectively targeting and reaching out to these cohorts with an objective of increasing repeat and loyalty

- Understanding the key triggers and barriers that drive repeat and subsequently loyalty

- Develop a series of loyalty driving initiatives that makes Company the most desired shopping destinations for the entire customer base

- Periodic and seasonal evaluations of Company’s brand awareness/Health Tracks and incorporating them into action plans for marketing and other functions

- Deliver topline by increasing number repeats and customer life time value

Must Have Skills:

- At least 2-3 years of Strong brand marketing experience in driving repeats/loyalty in premier marketing led service organizations

- Strong understanding of brand building and its impact on business P&L

- Deep consumer orientation and ability to convert consumer speak to “business relevant actionable insights”

- Ability to put together a comprehensive “go to market” plan across ATL and BTL channels

General Expectations from the role:

- Strategic and intuitive thinking

- Appreciation of technology led businesses and the online marketing domain

- Planning Learnability and adaptability around the new age technology and marketing strategies

- Strong business Partnership with good P & L understanding