Job Title

We are hiring for Manager/ Sr. Manager for a retail giant with multiple stores present across the tier states and cities. The organisation has HQ in Bangalore. This role is dedicated to driving customer engagement, loyalty, and satisfaction throughstrategic CRM initiatives. By leading the development and execution of innovative CRM strategies, the role focuses on building loyalty and enhancing the customer experience across various touchpointsCRM Strategy Development to Management:Analyse customer journeys based on four key aspects: frequency of interaction, average transaction value, retentionrate, and identification of the top 20% of customers driving80% of businessCollaborate with internal stakeholders to build comprehensive CRM marketing campaigns and strategiesExecute and drive CRM strategies to enhance customer engagement, loyalty, and satisfaction to foster business growthManage B2C CRM initiatives, including loyalty programs, customer journey mapping, and communication effectiveness analysisProvide training to sales teams on CRM tools and processes to effectively engage with leads and decision-makersTrack B2B CRM leads generated through performance marketing campaigns and ensure proper follow-up by sales teamsLead special projects aimed at enhancing customer engagement and loyalty, such as gift card launches and cross-selling initiativesUtilize technology and analytics to create personalized customer journeys and optimize CRM initiativeCustomer Journey Analysis and Optimization:Analyse and create customer journeys based on four critical aspects: frequency of interaction, average transaction value, retention rate, and identification of the top 20% of customers driving 80% of businessOwn segmentation strategy, technology, and research to enhance the overall customer experienceLeverage CRM platforms, including the Customer Data Platform (CDP),to capture customer transactions, create personas, and automate communication workflowsAnalyse campaign performance, quantify success metrics, and identify opportunities for optimization.Utilize the Customer Data Platform (CDP) to consolidate and analyse all customer communications and actions, providing a unified view for targeted marketing strategiesOversee the implementation of CRM marketing campaigns and analyse results for continuous improvementReporting and Compliance:Analyse daily reports for fraud incidents and ensure prompt resolutionLeveraging dashboard information from loyalty engine and marketing cloud, to manage-go to market (GTM) and customer lifecycle (CLM)Provide expertise in GDPR norms and data security to maintain compliance and safeguard customer informationMonitor new store enrolments and lead management processes to ensure data accuracy and effectivenessStay updated on data security regulations and ensure compliance with GDPR norms in CRM operationsTeam Leadership and Collaboration:Lead and mentor a team of CRM specialists to execute campaigns and optimize workforce efficiencyFacilitate formal approval processes for email communications and collect feedback from stakeholdersCollaborate with internal teams and external partners to develop strong relationships and promote CRM best practicesEnsure effective communication and alignment between sales teams and CRM initiatives for customer acquisition and retention