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Deputy Manager/manager – Crm And Loyalty

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Job Details Job Title-Manager – CRM and Loyalty Function-Marketing Sub Function-Analytics and CRMLocation-Mumbai Job Summary Responsible for growing Customer Lifetime Value & Incremental Revenue, through key metrics such as Retention & Frequency, across all channels including owned digital assets like Mc Donald's App and Mc Delivery App Organizational Relationship & Reporting Structure Reporting To-Lead – Business Analytics Direct Reports-NANo.


of Indirect Reports-SPOCs of CRM and Data tech agencies Job Responsibilities Description of responsibility Planning / Strategy-Develop and execute an omni-channel CRM strategy based on actionable segmentation & insights that enables improved frequency and retention, especially of the most valuable customers, with identified levers for nudging.


Build the Loyalty program as a key business driver, improving frequency and retention on the Mc Donald's App Leverage the suite of CDP, marketing technology solutions and other new-age solutions to grow personalization and relevance of consumer experiences to improve conversions, CTRs Key functional responsibilities Plan & execute CRM and Loyalty campaigns to grow overall frequency & retention, with special focus on highly valuable customers.


Execute campaigns across all channels, including owned digital assets like Mc Donald's App, Mc Delivery App and Website improving customer engagement.

Improve the quality of customer acquisition campaigns through lookalike and such techniques.

Also, identifying segments and developing tactics that would enable organic acquisition of customers from other Owned offline channels.

Develop the CRM and Loyalty campaign calendar, review and monitor execution on a regular basis.


Constantly improve Ro I (cost per transaction) by analysing campaign performance and business trends to develop insights and strategic recommendations for campaign optimizations Process Improvement & Operational Efficiency Ensure execution of the agreed quarterly business plans Process improvement techniques to improve efficiency Interactions Stakeholder Interactions (Within the Organization) Internal functions like Category team, Media, Finance, Operations and Strategy Planning & Insights, Regional Marketing Stakeholder Interactions (Outside the Organization)CRM & Analytics agency Email, SMS and other media partners Geographical Scope- India – West & South Job Requirements Educational Qualification-Graduate/PG/MBA in Marketing Preferred Total Experience-5 to 6 years Preferred Relevant Experience CRM experience including Mobile/ Web customer engagement to grow frequency and retention, to a large customer base.

Proven track record of report review and analysis, generating quality strategic insights and recommendation.

Experience in CDP, marketing technology solutions like Salesforce, Adobe, Oracle, Netcore etc.

Prior experience with CRM agencies is preferable