CRM & Loyalty Program

7 days ago

bangalore, India Cafe Coffee Day Full time
I. Basic Information of the Position
Position Name: CRM - Loyalty Program Manager
Function: Corporate
Location: Bangalore
II. Purpose of the role
This role is responsible for developing, implementing, and managing customer loyalty programs that aim to enhance customer retention, engagement, and satisfaction, also increasing customer lifetime value, and enhancing overall brand loyalty through well-structured and effectively managed loyalty programs.
III. Key Responsibilities and accountabilities of the Role
• Develop, design and implement loyalty programs that align with the company's overall business and marketing strategies.
• Define the objectives, benefits, rewards, and structure of the loyalty program across various channels, including online platforms, mobile apps, and in-store initiatives.
• Ensure that the program is tailored to the target audience and meets customer expectations.
• Coordinate with IT, marketing, and operations teams to ensure seamless execution.
• Monitor the program’s launch and make adjustments as necessary to optimize performance.
• Develop strategies to drive customer participation and engagement in loyalty programs. Integrate loyalty programs with CRM systems to enhance personalized customer experiences, including creating personalized experiences for high-value customers, including VIP programs and exclusive offers.
• Create communication plans to regularly inform customers about program benefits, rewards, and updates. Utilize email marketing, social media, and other digital channels to promote the loyalty program.
• Analyze customer data and program performance to track key metrics, such as customer retention rates, lifetime value, and program participation to maximize customer loyalty and reduce churn.
• Identify trends, preferences, and areas for improvement based on data insights.
• Prepare regular reports for senior management, highlighting the program’s effectiveness and ROI.
• Manage the rewards structure of the loyalty program, including point accumulation, redemption processes, and reward offerings.
• Negotiate with partners and vendors to secure rewards that are appealing to customers and cost-effective for the company.
• Ensure a smooth redemption process and customer satisfaction with rewards.
• Handle CRM to leverage customer data and insights for more targeted marketing efforts.
• Monitor customer feedback and resolve any issues related to the loyalty program.
• Identify and establish partnerships with third-party vendors, retailers, and service providers that can enhance the loyalty program’s value.
• Manage relationships with partners to ensure that they contribute positively to the program.
• Explore co-branded or joint loyalty initiatives to expand the program’s reach.
• Develop and manage the budget for loyalty program initiatives, ensuring that the program is cost-effective and delivers a positive ROI.
• Monitor program expenses and optimize spending based on program performance and customer engagement.
• Ensure that the loyalty program complies with legal regulations, data privacy laws, and industry standards.
• Work with legal and compliance teams to safeguard customer data and program integrity.
IV. Performance Measures and indicators for the Role
Customer Retention Rate
Customer Lifetime Value Program
Participation Rate & Churn Rate
Customer Engagement Metrics
Redemption Rate
Net Promoter Score (NPS)
Incremental Revenue from Loyalty Members
Average Transaction Value (ATV) for Loyalty Members
Cost per Acquisition (CPA) of Loyalty Members
Referral Rate, Reward Redemption Satisfaction
Program ROI (Return on Investment)
Customer Feedback and Ratings
Effectiveness of Promotional Campaigns
Cross-Sell and Upsell Rates
Frequency of Customer Interaction
V. Knowledge and Skills
Educational Qualification: Any Bachelor's degree
Experience: 4 - 8 Years
Functional Skills Required to execute the role: Experience in design and development, implementation of customer loyalty programs Well verse in Promotional campaigns, communications, CRM
Technical Skills Required to execute the role:
Creativity, strategic thinking, customer segmentation, understanding of customer behavior.
CRM proficiency, data integration, personalization strategies Financial planning, cost analysis, budget management.
Relationship management, customer retention strategies, problem-solving. Knowledge of compliance standards, data protection regulations, contract management.
Collaboration, project management, communication. Customer feedback analysis, survey design, continuous improvement.
Technology management, software proficiency, platform optimization. Market research, competitive analysis, trend spotting.
Creativity, innovation, adaptability.
Any other requirements: English, Kannada, Hindi

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