Loyalty & CRM Manager

Loyalty & CRM Manager

Primary Location: Mumbai

My Eco Energy - Sales & Operations 

About You:

The Loyalty& CRM Manager, being a part of the marketing leadership team, several key imperatives that the CRM role will champion include, developing an integrated one face to the customer strategy across all channels and touch points. Championing seamless program integration that creates a consistent and enjoyable experience regardless of how the customer engages with the brand. He /She shall drive and enhance communication of the brand proposition to a broader range of targeted customers. He/ she shall build internal communications to foster collaboration between the marketing, merchandising, planning and allocation, technology and operations functions in the company as it relates to better understanding both current customers and opportunities to acquire new ones.

A leader who can Lead, Manage and Drive the "Loyalty Programmes "for the product..

Accountable for the P&L.

Background :-

Ideal Candidate with 5-8 years of experience from a Franchisee /Retail background will be an accurate Fit. Experience in franchise, multi-unit Food Chain/retail industry preferred.

Key Responsibilities:- 

Create a culture of disciplined innovation through a process of testing and learning that supports innovation and brings proven winners to market.

Develop and implement strategies that grow the customer base and drive sale & traffic, leveraging CRM, Loyalty, and Credit programs.

Lead and manage the development of annual and seasonal plans that support the successful achievement of program and business goals.

Create and manage the customer contact strategy, executing timely and accurate deliveries of marketing strategies to achieve business goals.

Establish and implement best practices for database marketing processes, measurement, evaluation, data capture, maintenance and customer/prospect list selection; tracks and communicates program results.

Manages interactions with cross-channel partners related to CRM, loyalty, and credit (material fulfilment, performance metrics, training, integration, etc.).

Develops executive summaries and recommendations of direct marketing programs

Dynamic content and personalization

Can make Loyalty program budgets

REQUIREMENTS / RELEVANT EXPERIENCE:-

Heavy marketing/CRM experience, including leading customer loyalty and direct marketing programs

Experience driving organizational culture that instills focus on customer satisfaction by continuously improving services, processes, systems and collaborative capabilities.

Forward thinking, make things happen business approach. Seeks out problems and opportunities for change. Approaches work objectives with a sense of urgency and passion, and a dedication to exceed performance expectations.

Able to think through problem solutions, sell cooperative solution agendas, and integrate internal/external efficiencies.

Experience developing and implementing a customer loyalty program.

Proven track record of success with metric driven results.

Track record of driving results through cross-functional collaboration.

Responsibility for development and execution of budget and timeline deliverables.

Analytical skills with an ability to clearly translate results into actionable insights.

Communication skills to negotiate contracts, create vendor compliance, and co-ordinate multi-vendor cooperation

MEE is looking for someone enthusiastic, creative , Independent leader who can add in values to the organization .

Ideal Candidate would be someone :-

Product Focus

Is alert and sensitive to hidden/unrevealed customer needs; recognizes the need for action to respond to emerging market situations

Uses creativity to come up with newer strategies of marketing and ensures their execution

Is updated about the ongoing and future marketing trends and strategies of competitors

Proactively defines and drives the customer strategies and goals to be achieved by employees

Evaluates the customer satisfaction measure and take corrective action as and when required.

Encourages team to develop and maintain partnerships with customers

Influencing Others

Presents facts, analysis, and conclusions or solutions in a way that demonstrates command of content; factors in perspectives and interests of the audience; and shows what's in it for them or what meets the common good.

Approaches a situation or problem by defining the problem or issue; determining its significance; and using logic and intuition to arrive at conclusions or decisions.

Analyses competitor behaviour, products and processes and uses inference to improve current processes.

Strategy Management

Sets clear goals for the strategy and ensures its correct and timely execution

Has thorough understanding of market trends, including opportunities and activities of competitors and analyzing markets and their needs.

Has in-depth knowledge in different mode of advertisements and promotions and a thorough understanding of the target markets to be tapped.

Deals firmly and promptly with media partners performance problems by diagnosing, developing solutions, and monitoring progress while keeping upper level management informed.

Leadership

Acts as a role model for the entire team by proving by actions

Does long-term coaching for developing people as future leaders and strongly believes in people development

Anticipates, plans and adapts to all types of internal and external change

Communicates a compelling vision to the entire team and ensures its execution

Communicates the vision in a manner that generates excitement, enthusiasm and commitment to the team mission.

Key Account Management

Maintains a long term perspective in forming partnerships with customers

Identifies, communicates and implement best practices which will successfully impact multiple stakeholders within multiple sites

Integrity

Adheres to organizations core values, behaviours, and expectations

Admits mistakes

Seen as direct, and truthful individual

Acts honestly and professionally

Respects others and their ideas

Promotes and establishes trust

Innovation

Brings in creativity to facilitate innovation in the marketing strategies and evaluate advertisement effectiveness

Drives discussion and idea generation to encourage innovative ideas in others

Is flexible and adaptable

Communication

Commands attention and respect

Effectively articulates information orally to large and small groups

Effectively conveys concepts through presentations, reports, and other written forms

Coaching and Advising

Provides appropriate environment to give and take feedback, and ensures feedback is objective, constructive and timely

Counsels others through difficult issues or new territory

Conflict Management

Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

Deals effectively with others in an antagonistic situation.

Finds agreement on issues and follows through on implementation.

Assessment and Evaluation

Prioritizes problems in terms of strategic and possible long term impacts

Performs complex analysis to assess problems, identify solutions and design success measures; monitors the effectiveness

Able to make decisions in a timely manner and under tight deadlines

Continuous Learning

Proactively seeks performance feedback and makes effort to develop own and others performance and learning

Encourages team to share knowledge and learn from each other