Analytics Manager-Campaign Management

Job Description

Unique Job Role

Campaign Manager – CRM/Customer Loyalty

Function

Titan International Business Division (IBD)

Reporting to

CRM Head, IBD

Job Details

The role is responsible for planning & driving growth for international jewellery business. Also manage CRM/customer loyalty led Campaigns via email, SMS, WhatsApp for Tanishq North American Region.  

External Interfaces

·   CRM Vendors

·   Customer loyalty tool vendors

·   Printing vendors

·   Creative agencies

·   Digital Agencies

·   Website Vendor

·   Communication Vendors (Email/SMS/WhatsApp)

 External Interfaces

·   Analytics Function

·   IT Function

·   Inbound call-centre

·   Marketing

·   Retail

·   Merchandising

·   Legal and Finance

·   Store Staff

Job Requirements

Education

·   Post Graduation with an MBA in marketing

Relevant Experience

·   6-7 years relevant experience

Loyalty Strategy & Program Management

- Own the end-to-end loyalty program operations and performance.

- Define customer tiers, benefits, rewards, points, privileges and engagement mechanics.

- Continuously identify opportunities to improve customer participation, retention and repeat purchases.

- Benchmark the loyalty program against leading brands and emerging loyalty trends.

- Drive initiatives to increase loyalty-member penetration and active-member base.

Customer Engagement & CRM

- Develop customer lifecycle campaigns that covers New Customer acquisition, engagement, retention and win-back.

- Create targeted campaigns based on customer behaviour, purchase history, preferences, geography, demographics and engagement.

- Work closely with Marketing & Digital teams to execute campaigns across WhatsApp, SMS, email, website and other customer touchpoints.

- Develop personalised offers and communication journeys for different customer segments.

Analytics & Customer Insights

- Analyse customer purchase behaviour, frequency, recency, monetary value and engagement.

- Develop customer segmentation and identify high-value, high-potential, dormant and at-risk customers.

- Track Customer Lifetime Value (CLV), repeat purchase rate, retention, churn, average transaction value and purchase frequency.

- Identify actionable insights from customer data and convert them into campaigns and business initiatives.

- Build dashboards and regular reports to monitor loyalty program performance.

Revenue & Business Growth

- Drive incremental revenue through loyalty-led campaigns and customer engagement initiatives.

- Develop strategies to increase repeat purchases and cross-sell/up-sell opportunities.

- Measure incremental revenue and ROI generated through loyalty initiatives.

- Partner with merchandising, marketing, retail operations and category teams to create relevant customer propositions.

- Identify opportunities to increase customer wallet share.

Loyalty Campaigns & Offers

- Plan and execute monthly and seasonal loyalty campaigns.

- Develop personalised offers based on customer segments and purchase behaviour.

- Design special journeys for birthdays, anniversaries, festivals, milestones and other relevant occasions.

- Create differentiated experiences and benefits for premium/high-value customers.

- Evaluate campaign effectiveness and continuously optimise performance.

- Responsible for analysing & publishing Post

Technology & Data

- Work closely with CRM, technology and data teams to improve loyalty platforms and customer journeys.

- Define business requirements for loyalty and CRM technology enhancements.

- Ensure accurate customer, transaction, points and reward data.

- Explore the use of AI, predictive analytics and recommendation engines to improve personalisation and customer engagement.

Cross-functional Collaboration

- Work closely with Marketing, Digital, Regional Retail teams, Omni & Data Analytics

- Drive adoption of loyalty initiatives across stores and customer-facing teams.

- Train and enable retail teams to effectively communicate loyalty benefits to customers.

- Coordinate with external technology, rewards and marketing partners where ever required.

- Keep track of vendor invoices & process vendor payments   

Behavioural Skills

·   Learning Ability

·   Perseverance

·   Overcoming failures

·   Listening

·   Cross-functional teaming

Knowledge

·   Retail and service industry

·   Customer loyalty tools

·   Awareness of latest technologies and ability to create specific solutions