Post graduate in Marketing & Business Management, and with over 20 years of diversified experience with renowned multinationals. IMC is a vision that evolved from her knowledge of how individuals play a key role in business successes.
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Loyalty Marketing Head
DO — Key Responsibilities 1. Planning & Budgeting • Plan annual budget for design and implementation of loyalty programs across stores and provide inputs to Group Head Marketing • Develop, review & administer Landmark loyalty program which aims at engaging customer emotionally and increasing customer spend preferences 2. Loyalty Program Design and Implementation • Design implementation plan for the loyalty programs • Analyze and review the functioning of the loyalty programs • Coordinate and guide the Territories (regions) in administration of their loyalty program • Refresh the loyalty database to keep it updated at all times 3. Loyalty Program Communication • Create a communication strategy for the loyalty program management • Manage the communication of the loyalty programs related aspects to the internal and external stakeholders • Disseminate the loyalty program management guidelines to the territory and store levels by leveraging appropriate channels of communication • Liaise with the external vendors to design and develop the loyalty program mailers and ensure timely dispatch of the same to increase awareness amongst targeted customers 4. Customer Relationship Management • Build a structured CRM process, including sales analysis, after-sales follow up, and future contact cycles responsible for the delivery of our retention, cross sell and up sell strategies • Manage the Customer relationship database and CRM initiatives to realign the same to evolving consumer • Categorize retail customers into target groups based on purchasing patterns, demographics and market data and develop effective promotional programs aimed at each category • Gain insight into customers' purchasing patterns and optimize organization's customer-centric operations, merchandize, space utilization, assortment planning, pricing and in-store shopping experience • Develop precise segmentation strategies to direct targeted, personalized marketing programs to customers • Analyze data to identify customers with the best potential for long-term profit and leverage those findings in formulating promotion, loyalty and retention programs • Create processes to communicate findings / recommendations to roll out and business expansion group and customer acquisition and retention team in order to support their functioning 5. People Management • Manage and support recruitment • Monitor staff welfare and facilitate complaint resolution • Set KRA's for direct reports and conduct performance appraisal • Oversee staff deployment and drive motivation levels of the direct reportees