Customer Relationship Manager, Retail, Peter England

Base Location: Bangalore Minimum Qualification: MBA Preferred Experience: 3-6 Years of relevant experience Key Result Areas Drive Repeat revenue growth Design CRM calendar for the brand in line with marketing calendar & channel requirements. Drive and achieve brand's repeat revenue, repeat transaction & unique transactors base To drive (growth of) percentage contribution of repeat revenue to overall brand's NSV targets To manage other repeat customer related KPIs including repeat ABV/ABS, Repeat discount, points liability, earn to burn ratios. Managing Budget Ensure optimum utilization of budget in line with brand's repeat revenue targets, growing consumer base & communication channels. Loyalty program management Carry out periodic checks & market mapping to determine the health of loyalty program and make structural changes if required. To keep track of other important KPIs including earn/burn ratios, loyalty point outlay, loyalty points redemption etc. to manage financial liability to the brand. To create programs, projects around retention of key customer segments Drive Operational Excellence Train & educate front end teams, including store teams, on the technical & softer aspects of customer relationship management. Create a reporting & review mechanism to ensure data flow within the brand around existing customers, including customer voice, buying habits & customer escalations. Drive and control hygiene activities of data collection as part of new member enrollment, including enrollment rates, enrollment data hygiene etc. Drive and manage data sanity of CRM database & flow of data to internal team including IT, Teradata etc. Campaign management Design & execute effective campaigns to drive increment sales. Work towards improvement of campaign response rates Design campaigns to support key brand initiatives including ATL stories, new season launches & festive markets support. Vendor management Manage external vendor to carry out the work items (including analytics, creative management & campaign design) related to CRM campaigns. Define the work scope of external vendors, review the quality of work. Manage (and optimize) fixed costs related to external vendors & control 'per campaign cost' through effective planning.