Manager CRM

24 hours ago

Bengaluru, Karnataka, India NetSysCon Consulting Full time ₹ 12,00,000 - ₹ 36,00,000 per year
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 Responsibilities
  • Design the CRM calendar in alignment with the marketing calendar and channel requirements
  • Drive and achieve repeat revenue, repeat transaction, and unique transactors base for the brand
  • Increase the percentage contribution of repeat revenue to overall brand NSV targets
  • Manage repeat customer KPIs, including repeat ABVABS, repeat discount, points liability, earn to burn ratios
  • Ensure optimal utilization of budget to meet repeat revenue targets and grow the consumer base through effective communication channels
  • Conduct periodic checks and market mapping to assess the health of loyalty programs and make necessary structural changes
  • Monitor important KPIs such as earn/burn ratios, loyalty point outlay, and loyalty points redemption to manage financial liability
  • Create programs and projects to retain key customer segments
  • Train and educate front-end teams, including store teams, on technical and softer aspects of customer relationship management
  • Establish a reporting and review mechanism to ensure data flow within the brand, including customer voice, buying habits, and escalations
  • Drive and control data collection activities during new member enrollment, including enrollment rates and data hygiene
  • Manage CRM database and ensure data sanity, as well as the flow of data to internal teams and partners
  • Design and execute effective campaigns to drive incremental sales
  • Improve campaign response rates and support key brand initiatives through campaign design
  • Maintain customer engagement with the brand through various channels
  • Manage external vendor relationships for analytics, creative management, and campaign design related to CRM
  • Define work scope for external vendors, review quality, and optimize fixed costs and campaign expenses
  • Maintain brand NPS score by collecting and addressing customer feedback
  • Manage the customer care team to ensure prompt resolution of complaints and high customer satisfaction
  • Establish processes for efficient customer service across multiple channels
  • Provide regular weekly reports on key customer service KPIs
Candidate Qualifications
  • Post Graduate degree in Marketing
  • Minimum 3 years of experience in CRM
  • Luxury retail experience is essential
  • Excellent communication and interpersonal skills
  • Prior experience in managing loyalty programs
Required Skills
  • CRM
  • Marketing
  • Luxury retail
  • Communication skills
  • Loyalty program management

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