Manager CRM for a Luxury Retail Group

We are looking for a Manager CRM for a top luxury retail group.

Job profile:
Design CRM calendar for the brand in line with marketing calendar & channel requirements. • Drive and achieve brand’s repeat revenue, repeat transaction & unique transactors base
To drive (growth of) percentage contribution of repeat revenue to overall brand’s NSV targets • To manage other repeat customer related KPIs including repeat ABV/ABS, Repeat discount, points liability, earn to burn ratios
Ensure optimum utilization of budget in line with brand’s repeat revenue targets, growing consumer base & communication channels.
Carry out periodic checks & market mapping to determine the health of loyalty program and make structural changes if required.
To keep track of other important KPIs including earn/burn ratios, loyalty point outlay, loyalty points redemption etc. to manage financial liability to the brand.
To create programs, projects around retention of key customer segments
Train & educate front end teams, including store teams, on the technical & softer aspects of customer relationship management
Create a reporting & review mechanism to ensure data flow within the brand around existing customers, including customer voice, buying habits & customer escalations
Drive and control hygiene activities of data collection as part of new member enrollment, including enrollment rates, enrollment data hygiene etc.
Drive and manage data sanity of CRM database & flow of data to internal team including IT,
Teradata etc.
Design & execute effective campaigns to drive increment sales
Work towards improvement of campaign response rates
Design campaigns to support key brand initiatives including ATL stories, new season launches & festive markets support.
To maintain customer engagement with the brand
Manage external vendor to carry out the work items (including analytics, creative management & campaign design) related to CRM campaigns
Define the work scope of external vendors, review the quality of work
Manage (and optimize) fixed costs related to external vendors & control ‘per campaign cost’ through effective planning.
Maintain brand NPS Score
Ensure customer feedbacks are passed on to relevant internal departments
Create mechanism to win back of unhappy customers
Manage the customer care team to ensure complaints& feedbacks are attended feedbacks are attended
Create processes to ensure least TAT & high satisfaction for customers reaching out
Ensure customers are being attended to through various channels (phone,chat,email,etc)
Report back weekly on key KPIs around customer service

Requirements:
Any Post Graduate
2-3 years’ mandatory experience in Marketing/CRM
Must have luxury retail experience
Excellent communication and interpersonal skills
Must have managed loyalty programs