Senior Manager - CRM - Retail

- Develop CRM activities plan for both B2C online & offline businesses in order to build customer loyalty and drive consumption.

- Deliver customer insights and make recommendations by performing data analyses and post-activity evaluations

- Responsible for identifying different customer profile, build customer cohorts, run performance marketing activities and design templates , the optimization of CRM/marketing activities by defining market sectors and customer selection based on customer profiling and segmentation

- Responsible for identifying key trends and factors influencing customer behavior, like consumption and brand loyalty

- Undertake spontaneous initiation of any analysis that can generate customer insight or operational projects to add value to the customer relationship

- Conduct assessment of CRM programs, marketing communications, and promotional activities according to their efficiency and profitability

- Serve as a custodian of customer database, and responsible for the maintenance and management of customer data to ensure data integrity

- Provide timely and accurate monthly reporting of KPI

- Responsible for hands-on modeling and analysis of marketing campaigns to determine the best mix of channels and messaging

- Partner with cross-functional stakeholders to develop and execute campaigns that optimize customer loyalty and lifetime value

- Measure, analyze, and report performance metrics pertaining to the organization's loyalty program

- Provide support for the development of predictive models, customer segmentation studies, and reports

- Develop and own customer segments & models to predict customer response rate, customer frequency rate, customer life-time value (LTV), etc.

- Drive long-term business growth by owning the customer lifecycle, including customer acquisition; optimizing contact strategies and promotional strategy; and building loyalty

- Identify, recommend, and implement quality and efficient improvements to CRM processes.

- Handle internal reports on a daily basis to highlight key areas of improvement / success etc.

- Work with the third party tele-calling agency and manage customer care (Complaints / Enquiries etc.) for both offline and online channel.