Mahindra Retail - Head - CRM

Head CRM

Job Purpose

Responsible for the development of customer loyalty strategy, budget control, planning and execution of all CRM activities.

Location - Bangalore : JP Nagar

Role Description :

- Develop, manage and operate company’s loyalty program including both new customers and retention of existing customers.

- Own & grow repeat purchase and ACV (Annual Customer Value)

- Own and strengthen relationship with customers to improve empathy, WOM and brand experience.

- Own data mining based on life-stage and category penetration/purchase. Improve Category Penetration Index (CPI) in specific customer groups identified by data mining

- Enable store-level interactions with customers to improve sales as well as customer experience

- Integrate CRM with E-Comm. Develop and execute CRM strategy across formats including online to drive traffic and customer retention programmes.

- Work with the IT teams and other stakeholders to source, implement and ensure proper use of an effective CRM platform to execute the strategy

- Review and improve CRM strategies basis market trends and findings of customer behavior to generate high response..

- Design and organize CRM campaigns to generate high customer response and additional margin.

- Manage and control the CRM budget, and ensure the ROI and profitability of CRM operations are forecasted and achieved. Create and meet annual budgets at company and store level including sales, walk-ins and bills using historical data, financial trends & forecasts. Responsible for reaching or exceeding goals in key customer retention categories using a variety of communication media.

- Manage external vendors to enhance Mahindra Retail’s value proposition based on the requirements of the different store / business concepts

Desired:

- Retail CRM /Hotels or Airlines with very strong CRM Programme

- Good analytical, communication & IT skills with a strong business acumen

- CRM and e-commerce strategy development

- E-commerce and CRM business models

- Financial services industry trends, competitors, distribution channels, customer base, promotion, and products

- Project management principles and disciplines

- Emerging CRM technologies

- Creative business problem solving

- Strong communications interpersonal skills

About us:

Mahindra Retail is an extension of the US $16.2 billion Mahindra Group’s trading foray in the domestic India market. The Group believed that this is the favorable time to extend its distribution business into direct retailing, when the organized retail market is expanding in India.

Mahindra Retail is part of Mahindra Partners, the $750 Million Private Equity division of the Mahindra Group. With a vision to accelerate value creation through a diversified portfolio of emergent businesses of the future, Mahindra Partners adapts the Group's uniquie strengths of constant innovation, prudence and creative business models. With a mandate of incubating new ventures for the Group, the Division provides growth capital to bring our stakeholders diversified products and services. Apart from Logistics, Mahindra Partners manages portfolio companies in various industry sectors like Cleantech, Steel, Retail, Vocational Education, Consulting, Media, Speed Boat Manufacturing, Conveyor Systems & Luxury Re

Mahindra entered the retail market with a unique mother child venture called Mom & Me.

As the name suggests, the store caters to the needs of a Mother and her Child. The company’s initial stores were launched in Ahmedabad and Ludhiana in Jan 2009. In a short span of time, Mahindra Retail successfully created a strong brand with pan India presence, operating 100+ Mom & Me stores across 45+ cities in India by 2012

Panchakshari Hiremath
09538872520