Consultant at CareerNet Consulting
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Area Manager/Senior Manager - Customer Loyalty & Customer Experience - Retail/eCommerce (1-7 yrs)
Roles :
- Continuously study and analyze available data and reports to identify opportunities to run campaigns and offers aimed at
1) Increase member retention and improve member loyalty.
2) Increase sales, transactions, average bill value
- Develop and evolve segmentation strategies for targeted campaigns to achieve the above business objectives.
- Glean customer insight from data- and feed into the marketing, membership teams and senior management.
- Plan and execute SMS, Email, Tele-calling, App-notification etc campaigns (both 1:1 recommendation as well as segmentation based)
- Build and maintain a test and learn roadmap (A/B testing) and work to continually iterate and optimize CRM efforts in order to bring effectiveness in all campaigns across all channels.
- Work closely with merchandizing and monetization team to ensure optimal communication of the campaigns to members.
- Lead the design and development of CRM reporting dashboards; establish templates and processes for regularly sharing the campaign results
- Design and execute campaigns on CRM tool; track progress and automate reports and processes using various tools.
- Be responsible for execution of loyalty program
Requirements :
- 2-4 years experience in eCommerce and/or Retail in a role involving customer experience, promotions, campaign management, offer management or loyalty.
- Proven track record in delivering results under conditions of ambiguity, and continually changing market conditions-under pressure and demanding timelines, without impact on accuracy.
- Extremely sharp Attention to detail
- Must be highly number oriented with an analytical mindset.
- Strong SQL knowledge is must have requirement. Basic modelling knowledge in R or Python is good to have (at least one of the 2)
- Should be comfortable in handling large data sets
- Experience of using Alteryx or similar is a plus
- Experience of using CRM tool or any marketing automation platform is BIG PLUS
- Must have high bias for action and sense of urgency
- Collaborative, with experience of working in a cross-functional team environment with multiple internal & external teams
- Good undergrad degree + MBA. Premier school MBA is a BIG PLUS.
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