Head of Customer Relationship Management

You would be excited about the role because you would –

·      Cross- channel: Lead the development and execution of customer engagement initiatives across all channels (email, push notifications, direct mail, and in-app)

– Personalization: Develop and evolve advanced segmentation strategies that deliver truly personalized marketing programs and exceptional user experiences

– Analytics: Leverage analytics trended data and deep customer insights to identify and execute innovative programs that continually push CRM initiatives to the next level

– Experimentation: Build and maintain a test and learn roadmap and continually iterate to increase channel effectiveness

– Communication: Lead the design and development of CRM reporting dashboards; establish templates and processes for regularly sharing CRM progress and results with key stakeholders

– Automation: Identify and implement opportunities for automation and innovation that increase the efficiency of marketing channels and enable scale while minimizing cost and overhead

– Best practices/ Benchmarking: Manage agency and vendor relationships and continually seek to grow and evolve our capabilities by leveraging new third-party systems and partnerships

– Lead the successful launch of CRM initiatives for new products and markets

You would be a great fit if –

– You have 3+ years of Marketing experience with a deep understanding of customer lifecycle, purchase habits, loyalty, personalization, and analytics

Tools / Metrics:

• Have experience with tools such as CleverTap, MoEngage to set up automated campaigns
• Have experience with Excel or Gsheets for quick data analysis
• Have experience with tools to test content on various form factors
• You have experience managing all channels : email, push notifications, SMS, in-app
• Awareness of metrics to monitor and improve these channels

– You are data-driven and can identify, size and prioritize opportunities to drive higher engagement and increase lifetime value across customer segments

– You have a successful track record of developing simple marketing strategies, executing, measuring, and delivering on performance targets

– You are data-driven and understand how to optimize marketing programs and channels

– You possess a strong understanding of consumer decision journey, have consumer empathy and are passionate about building great customer experience

Responsibilities

• Execute the CRM strategy to drive traffic, retargeting, repeat purchase and cross sell by working closely with the Category, Product, Tech and UX teams.
• Leverage data and analytics to understand user behavior and transaction patterns
• Conceptualize CRM marketing campaigns, craft messaging & build relevant workflows by segmenting the user base appropriately to identify opportunity areas in the user’s lifecycle.
• Effectively utilize push notifications, SMS & email campaigns to target users with relevant and personalized communication.
• Develop hypotheses and execute A/B tests.
• Responsible for quality assurance of all CRM campaigns.
• Stays abreast of and recommends mobile & email marketing best practices.
• Lead the reporting, monitoring, tracking for the different campaigns & also publish appropriate performance dashboards.
• Desired Profile MBA from a reputed Tier1/2 B School, consistent performance across academic and professional career.
• Must have a grasp for numbers and be willing to handle large volumes of data and analysis.
• Quick learner and highly action oriented with the ability to work in a fast paced and dynamic environment.
• Desirable : prior experience with an e-com player especially in category revenue management
• Excellent team player with good written and verbal communication skills.
• Ability to partner and work with multiple stakeholders, good cross functional skills