Associate Manager - CRM Business - Top Indian Digital ConglomerateTop

Associate Manager CRM (Customer Relationship Management)

Overview

As an Associate Manager CRM, you will play a key role in development and execution of customer engagement led strategies. You will act as the customer custodian responsible for managing customer campaigns, developing/supporting lifecycle, analysing customer behaviour data and implementing initiatives. Through these activities, you will drive customer retention and acquisition and increase customer lifetime value.

Key responsibilities

This role involves a mix of marketing and analytical skills. Understanding of customer

behaviour and the ability to collaborate across departments is key to fulfil business goals.

• Develop and implement customer loyalty strategies and programs to increase retention rates and customer lifetime value within budgets
• Channel management - Responsible for managing key communication channels (SMS, Email, WhatsApp, RCS, new age channels and website first features)
• Deliver incremental revenue from the base of existing customers with the help of CLM tools and campaigns
• Improve customer contact-ability & responsiveness for the campaigns
• Maximize ROI of customer lifecycle programs increased frequency of repeat purchase and enhanced share of wallet
• Performance monitoring - Monitor and report on key performance indicators (KPIs) related to customer loyalty and engagement
• Publish timely reports and decks for review with management and to gather learnings
• Stakeholder management - Collaborate with stakeholders align CLM initiatives with overall business objectives
• Vendor management - Co-ordinate with partners and manage outsourced teams that handle creative development, deployment, analysis and troubleshooting

Qualifications

• Masters degree in marketing preferred
• Excellent problem solving and strong data analysis skills
• Experience of 2-4 years with at least 1 year in a CRM role
• Strong communication and inter-personal skills
• Complete ownership and accountability on workProficiency in Ms Excel and PowerPoint
• Hands-on experience of tools like MoEngage
• Basic understanding of SQL
• Background in customer retention strategies is a plus