AddressManager- Customer Engagement & Loyalty- Retail
Location: Mumbai
Experience - 7 -10 yrs
Customer Loyalty:
- Leading and innovating the organisation and Landmark membership programs to grow Customer Engagement and loyalty.
- Championing the omni-channel member journey to strengthen customer experience.
- Conceptualizing the member communications strategy across digital channels and executing personalized campaigns basis customer insights, brand purpose and business focusses, to grow member contribution and repeat visits - both in-store and online.
- Optimizing spends across channels to get the best ROI from the available budgets.
Customer Insights:
- Driving customer insights-based decisions and actions across the business, by managing 360-degree customer feedback across multiple qualitative and quantitative research channels:
- Data analytics from omni-channel shopping behavior
- Online / face-to-face Surveys
- Focus groups and In-depth interviews
- Customer satisfaction and Brand tracker studies
- Customer Experience feedback surveys
- Competition-shops, Mystery audits, etc.
- Using member shopping behavior to plan and execute data-driven simulations, customer segmentation and other models.
Customer Support:
- Driving the omni-channel customer support strategy for organisation.
- Managing the response and resolution of all customer comments and complaints across email, telephonic, social media, third party websites, within defined timelines.
- Driving and delivering the highest standards of customer experience in all customer conversations.
- As the customer custodian, ensuring that customer support policies strike the right balance between customer-centric and business priorities.
