RESPONSIBILITIES:
- Manage the CRM database and customer segmentation.
- Develop customer engagement calendars across WhatsApp, SMS, Email, Social Media and Events.
- Own and enhance the loyalty program including memberships, rewards and benefits.
- Design customer retention and win-back campaigns.
- Map and improve the end-to-end customer journey.
- Monitor customer experience, reviews, complaints, NPS and satisfaction.
- Lead personalized CRM campaigns for key promotions.
- Produce customer analytics dashboards and actionable insights.
- Collaborate with Sales, Marketing, Operations, E-commerce, B2B and IT.
- Represent the voice of the customer across the business.
- Any other job related tasks assigned.
Qualificiations & Experience:-
- Bachelor's degree in Business Administration, Marketing, Public Relations, or a related field
- Minimum of 3 years' experience in Customer Relationship Management, Customer Loyalty & Engagement, Customer experience or a related field.
- Previous experience in the retail sector is highly preferred.
- Proven experience in campaign planning, execution, and project management.
- Advanced proficiency in Microsoft Excel, Power Bl, and CRM systems.
Required competencies:-
- Results-Oriented Customer-Centric
- Commercial Awareness & Data Analytics Relationship Building
- Excellent Communication Campaign & Project Management:
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