Manager CRM

4 days ago

bangalore, India NetSysCon Consulting Full time

Company Overview NetSysCon Consulting is a leading player in the luxury retail industry, specializing in CRM solutions. With a strong track record and a dedicated team, we strive to deliver exceptional customer experiences and drive revenue growth for our clients. Role and ResponsibilitiesDesign the CRM calendar in alignment with the marketing calendar and channel requirementsDrive and achieve repeat revenue, repeat transaction, and unique transactors base for the brandIncrease the percentage contribution of repeat revenue to overall brand NSV targetsManage repeat customer KPIs, including repeat ABVABS, repeat discount, points liability, earn to burn ratiosEnsure optimal utilization of budget to meet repeat revenue targets and grow the consumer base through effective communication channelsConduct periodic checks and market mapping to assess the health of loyalty programs and make necessary structural changesMonitor important KPIs such as earn/burn ratios, loyalty point outlay, and loyalty points redemption to manage financial liabilityCreate programs and projects to retain key customer segmentsTrain and educate front-end teams, including store teams, on technical and softer aspects of customer relationship managementEstablish a reporting and review mechanism to ensure data flow within the brand, including customer voice, buying habits, and escalationsDrive and control data collection activities during new member enrollment, including enrollment rates and data hygieneManage CRM database and ensure data sanity, as well as the flow of data to internal teams and partnersDesign and execute effective campaigns to drive incremental salesImprove campaign response rates and support key brand initiatives through campaign designMaintain customer engagement with the brand through various channelsManage external vendor relationships for analytics, creative management, and campaign design related to CRMDefine work scope for external vendors, review quality, and optimize fixed costs and campaign expensesMaintain brand NPS score by collecting and addressing customer feedbackManage the customer care team to ensure prompt resolution of complaints and high customer satisfactionEstablish processes for efficient customer service across multiple channelsProvide regular weekly reports on key customer service KPIs Candidate QualificationsPost Graduate degree in MarketingMinimum 3 years of experience in CRMLuxury retail experience is essentialExcellent communication and interpersonal skillsPrior experience in managing loyalty programs Required SkillsCRMMarketingLuxury retailCommunication skillsLoyalty program management

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