CRM & Loyalty Manager

Job highlights

• . Education: Bachelors in Marketing or related field .

• Minimum 3 years of experience in a similar role .

• Semrush Must have worked on these softwares.

• Experience: .

• As CRM & Loyalty Program Manager, you play a
  key role in activating the Loyalty + CRM CVP in the market and delivering value
  for the business.

• You will be the main custodian of JUST IN TIME Loyalty program and ensure that the CVP is continuously benchmarked and remains customer centric.

• You will be accountable to ensure the smooth functioning of the CRM & Loyalty program to achieve targeted customer base year-on-year through acquisition, retention, and win-back strategies.

Responsibilities

CRM:

• Driving next purchase
• Reducing time-gap between purchases i.e. getting past buyers to come
  back faster
• Reducing dormancy of the CRM base
• ROI of all CRM activities
• Develop CRM plan as a layer to the marketing plan: Designing &
  Executing the CRM communication calendar i.e. What goes out on which channel
  (SMS, Mail, SM, etc..) and when
• Design the CRM communications structure: Devising strategies for
  Managing& Mapping customer journeys

Loyalty Program:

• Responsible for design & delivery of the Program: member benefits & experiences
• Financial performance against budget: P&L and ROI
• Conceptualize member enrolment, retention & engagement initiatives basis
  analytics
• Monitor and analyze key performance metrics and customer insights to assess the
  effectiveness of loyalty initiatives and make data-driven recommendations for
  optimization.
• Insights and customer & store feedback
• Campaign Management: Plan and execute targeted marketing campaigns and
  promotions to drive participation in the loyalty program and increase customer
  engagement.
• Leverage Loyalty bases to drive incremental business

Competency

Experience:

• Minimum 3 years of experience in a similar role
• Proven success in developing and implementing loyalty/CRM strategies

Education: Bachelors in Marketing or related field

Knowledge:

• Strong understanding of customer behaviour and value drivers in retention models
• Email and marketing automation ESP platforms, on-site personalisation, as well as
  SMS and direct mail
• Familiarity with Database Marketing laws (GDPR, CAN-SPAM, etc.) is a plus
• Knowledge of implementation and usage of CRM software such as Kapture CRM,
  Semrush Must have worked on these softwares.

Skills:

• Strong ability in using Google Analytics
• Ability to analyse data & undertake data driven decisions
• Excellent Excel skills to interpret data insights and report back to the business