Manager - CRM - Luxury Retail Group

Manager CRM - Top Luxury Retail Group.

We are looking for a Manager CRM for a top luxury retail group.

Job profile:

- Design CRM calendar for the brand in line with marketing calendar & channel requirements.

- Drive and achieve brand's repeat revenue, repeat transaction & unique transactors base

To drive (growth of) percentage contribution of repeat revenue to overall brand's NSV targets.

- To manage other repeat customer related KPIs including repeat ABV/ABS, Repeat discount, points liability, earn to burn ratios.

- Ensure optimum utilization of budget in line with brand's repeat revenue targets, growing consumer base & communication channels.

- Carry out periodic checks & market mapping to determine the health of loyalty program and make structural changes if required.

- To keep track of other important KPIs including earn/burn ratios, loyalty point outlay, loyalty points redemption etc. to manage financial liability to the brand.

- To create programs, projects around retention of key customer segments.

- Train & educate front end teams, including store teams, on the technical & softer aspects of customer relationship management.

- Create a reporting & review mechanism to ensure data flow within the brand around existing customers, including customer voice, buying habits & customer escalations.

- Drive and control hygiene activities of data collection as part of new member enrollment, including enrollment rates, enrollment data hygiene etc.

- Drive and manage data sanity of CRM database & flow of data to internal team including IT, Teradata etc.

- Design & execute effective campaigns to drive increment sales

- Work towards improvement of campaign response rates.

- Design campaigns to support key brand initiatives including ATL stories, new season launches & festive markets support.

- To maintain customer engagement with the brand.

- Manage external vendor to carry out the work items (including analytics, creative management & campaign design) related to CRM campaigns.

- Define the work scope of external vendors, review the quality of work.

- Manage (and optimize) fixed costs related to external vendors & control 'per campaign cost' through effective planning.

- Maintain brand NPS Score.

- Ensure customer feedbacks are passed on to relevant internal departments.

- Create mechanism to win back of unhappy customers.

- Manage the customer care team to ensure complaints& feedbacks are attended feedbacks are attended.

- Create processes to ensure least TAT & high satisfaction for customers reaching out.

- Ensure customers are being attended to through various channels (phone, chat, email, etc.)

- Report back weekly on key KPIs around customer service.

Requirements:

- Any Post Graduate.

- 2-3 years' mandatory experience in Marketing/CRM.

- Must have luxury retail experience.

- Excellent communication and interpersonal skills.

- Must have managed loyalty programs.