Kushal's - Program Manager - Customer Loyalty

Responsibilities:

- Design, implement, and manage customer engagement programs to increase customer retention and engagement that spans multiple channels, including online, in-store, and mobile.

- Utilize data analytics to gain deep insights into customer behavior, preferences, and trends, and use this information to optimize customer engagement program campaigns and promotional activities.

- Plan and execute targeted campaigns to increase footfalls, improve customer metrics such as annual spends, reduce churn and enhance customer engagement

- Drive business KPIs like Average transaction value, Annual visit frequency, Member churn, Value churn, Average categories penetrated, Win back %

- Identify opportunities in terms of new and emerging cutting-edge retail technologies that can improve consumer experience

- Collaborate with cross-functional teams, including marketing, sales, and customer service, to ensure seamless integration of the loyalty program across all touchpoints.

- Drive NPS initiatives to measure customer satisfaction and implement improvements.

- Create personalized marketing approaches for different customer groups.

- Collaborate with agencies to create compelling marketing campaigns.

- Identify opportunities to enhance the customer experience through personalized offerings, rewards, and communications.

- Stay abreast of industry trends and best practices in CRM and customer engagement.

Candidate Profile

- Post Graduate degree in Economics, Statistics or a related field. Preferable IITs with any data/statistics/math driven courses.

- Minimum of 7 years of experience in customer loyalty and analytics or related roles.

- Proven track record of successfully driving CRM initiatives and campaigns.

- Experience in managing NPS, customer satisfaction metrics, CRM software and data analytics tools.

- Strong analytical skills with the ability to derive insights from customer data.

- Demonstrated ability to collaborate effectively with cross-functional teams.

- Strong communication and presentation skills.

- Customer-centric mindset with a passion for delivering exceptional customer experiences.