Head - CX/CRM Loyalty Integrations - Internet/Online

Head of CX/ CRM Loyalty Integrations

Quick Overview : 8 - 13 Years

- 40 LPA - 45 LPA

Bangalore, Karnataka, India

Skills & Expertise:

- Customer Loyalty Program Management

- Chatbot+ Whatsapp Loyalty Program

- CX Solution

- Retention Marketing

Target Industries & Domains : E-Commerce

Position / Job Title: General Manager - CX and CRM

Reporting To(Position Title): AVP - Product & Digital CX

Department: Corporate IT,

Location: Yemalur - Bangalore

HIRING CRITERIA(please submit your profile, if you fulfil all criteria)

- We do not want someone who is an old-age loyalty leader, Look at candidates who have worked on the contact centre, Loyalty Management.

- Who worked with Chatbot, and Whatsapp.

- Voice of Customer and Retention Technology, CX solutions, NPS SOlutions, Loyalty, Retention Marketing.

- Have 10-12 chatbots, menu driven, how to make them more engaging, drive marketing.

- They will be responsible to doing it across 15 brands

Roles & Responsibilities: Job Purpose: Working with business units and brands to deliver world-class digital customer experience across customer service touch-points including Loyalty management, chatbots, customer service, and in-store engagement.

Job Context & Major Challenges:

- Provide subject matter expertise in defining loyalty program design and technology roadmap

- Own relationships with loyalty technology partners and manage day-to-day loyalty technology and digital interventions across ABFRL brands. Assess and manage the performance of loyalty programs and support businesses/ brands

- Work with design and research teams to identify improvement areas in CS capabilities and define a roadmap that is aligned with delivery teams and business/ops teams

- Manage the delivery of the CS roadmap across online/ offline channels by working with partners and in-house product and technology teams

- Enhance in-store engagement platforms for ABFRL by blending CRM, Customer Service, E-commerce, and marketing technology to enable 1:1 relationships between store and consumers

- Build chatbots and NLP-assisted customer-service responses to drive increased automation and reduced TAT and costs for Contact center teams

- Manage Marketing technology as a capability across brands improving adoption of existing technology and identifying new potential partners to enable brands with personalized customer engagement

- Evaluate partnerships with the right Advertising technology partners to improve customer acquisition and activation for brands

- Support brands in designing, planning, and executing CRM marketing campaigns across mobile, email, app, Whatsapp, and social media.

- Measure and report the performance of all CRM retention campaigns, and assess against goals (ROI and KPIs)