Senior Manager - CRM & Loyalty

Location - Jakkur, Bangalore

Work from Office

We are seeking an experienced and dynamic Head of CRM & Loyalty to lead our customer relationship management and loyalty programs for both B2C and B2B segments. This role is critical in driving customer engagement, retention, and revenue growth through strategic CRM and loyalty initiatives.

Develop and Implement CRM Strategy:

• Design and execute a comprehensive CRM strategy that enhances customer engagement and drives business growth.
• Utilize data analytics to understand customer behaviour and preferences, creating personalized experiences.

Loyalty Program Management:

• Design, launch, and manage loyalty programs tailored for both B2C and B2B customers.
• Monitor program effectiveness, customer participation, and satisfaction, and make data-driven adjustments as necessary.

Customer Segmentation and Targeting:

• Segment customers based on various criteria and develop targeted campaigns to increase engagement and loyalty.
• Collaborate with marketing and sales teams to ensure alignment and integration of CRM strategies.

Products and Growth Strategies:

• Gift Card Launch and Execution: Develop and implement a gift card program to drive sales and enhance customer engagement.
• Oversee the end-to-end process from design to distribution and redemption.
• Referral Program Launch: Design and execute a referral program to encourage existing customers to refer new customers.
• Track and analyse the success of the referral program, making improvements as necessary.

Data Analysis and Reporting:

• Analyse customer data to identify trends, opportunities, and areas for improvement.
• Provide regular reports and insights to senior management, showcasing the impact of CRM and loyalty initiatives.

Technology and Tools:

• Oversee the selection and implementation of CRM and loyalty platforms and tools.
• Ensure seamless integration with existing systems and continuous improvement of technology solutions.

Team Leadership:

• Lead and mentor a team of CRM and loyalty professionals.
• Foster a culture of innovation, collaboration, and customer-centricity within the team.

Stakeholder Management:

• Collaborate with cross-functional teams including marketing, sales, product, and customer service.
• Build strong relationships with external partners and vendors to enhance CRM and loyalty initiatives.