07/02 Rakesh
Partner at Mega HR Consultant

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Head - CRM - Health/Wellness/Fitness Stores (3-10 yrs)

Mumbai Job Code: 62584

About Company:

India's fastest growing chain of Health, Wellness and Beauty stores with over 75 stores in India and located in 50 countries.

Job Title: CRM Head

Reports To: Online Business Head

Primary Location: Mumbai

Experience: 3 years in CRM, preferably with an e-commerce company.

NOTE: Candidate should have extensive knowledge of "CRM marketing campaigns", "Customer analytic","customer loyalty Programs","End to End customer lifecycle ","Digital campaigns","retention marketing"

Job Purpose:

The CRM Head is responsible for managing the organization's CRM, responsible for customer retention campaigns, should have a detailed understanding of how CRM databases work and be able to use them strategically for business growth.

Roles and Responsibilities:

- Conceptualize CRM marketing campaigns, craft messaging & build relevant workflows by segmenting the user base appropriately to identify opportunity areas in the user's lifecycle

- Planning and delivering CRM strategies across Company, encouraging customer retention and customer loyalty.

- Responsible for end to end customer lifecycle

- Experience with CRM softwares required

- Customer Journey Mapping, analyzing touch points with the organization and maximizing opportunities.

- Working closely with all departments to ensure the CRM works effectively for all aspects of the company

- Effectively utilize push notifications, SMS & email campaigns to target users with relevant and personalized communication

- Overseeing direct communications with customers through the CRM.

- Monitor and maximize customer lifetime value strategies ensuring maximum profitability.

- Ensuring the database is segmented effectively for targeted marketing activities.

- Manage customer loyalty programs and other customer retention programs.

- Detail oriented with excellent written and verbal language skills.

- Customer centricity is a must.

- Managing the call center and lead fulfillment

- Lead the reporting, monitoring, tracking for the different campaigns & also publish appropriate performance dashboards

- Responsible for quality assurance of all CRM campaigns

Required Education, Experience and Skills:

- Graduate with more than 3 years of experience in CRM, preferably with an e-commerce company.

- Customer Relationship Management

- Customer analytics

- Insight applications

- Customer Lifecycle Management

- Previous experience in CRM marketing/retention marketing/email, push notification, SMS is an add-on but not mandatory

- Prior experience with an e-comm player or experience with revenue management/category management will be preferred

- Excellent team player with good written and verbal communication skills.

- Ability to manage/influence multiple stakeholders, good cross functional skills

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