Deputy Manager/Manager – CRM and Loyalty

3 weeks ago

Mumbai, India Hardcastle Restaurants Pvt. Ltd. Full time
Job Details

- Job Title-Manager – CRM and Loyalty- Function-Marketing- Sub Function-Analytics and CRM- Location-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 McDonald’s App and McDelivery App

Organizational Relationship & Reporting Structure

- Reporting To-Lead – Business Analytics- Direct Reports-NA- No. of Indirect Reports-SPOCs of CRM and Data tech agencies

Job Responsibilities

Description of responsibility

Planning / Strategy-

1. 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.2. Build the Loyalty program as a key business driver, improving frequency and retention on the McDonald’s App3. 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

1. Plan & execute CRM and Loyalty campaigns to grow overall frequency & retention, with special focus on highly valuable customers.2. Execute campaigns across all channels, including owned digital assets like McDonald’s App, McDelivery App and Website improving customer engagement.3. 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.4. Develop the CRM and Loyalty campaign calendar, review and monitor execution on a regular basis.5. Constantly improve RoI (cost per transaction) by analysing campaign performance and business trends to develop insights and strategic recommendations for campaign optimizations

Process Improvement & Operational Efficiency

1. Ensure execution of the agreed quarterly business plans2. 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

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