Loyalty & CRM Manager

My Own Eco Energy Pvt Ltd; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

My Own Eco Energy Pvt Ltd is actively seeking a Loyalty & CRM Manager who will be responsible for developing integrated customer strategies to strengthen brand engagement across various channels. This role requires heavy marketing experience with a focus on loyalty programs and driving customer satisfaction.

The ideal candidate will have excellent leadership and communication skills to foster collaboration within internal teams, ensuring that marketing strategies align with business goals and enhance customer experience.

Qualifications

• Heavy marketing/CRM experience leading customer loyalty programs.
• Proven track record of driving results through collaboration.
• Strong analytical skills to translate results into actionable insights.

Responsibilities

• Develop and implement strategies to grow the customer base.
• Lead the development of annual and seasonal marketing plans.
• Manage customer contact strategy and ensure program success.

Skills

Marketing/CRM experience

Analytical skills

Communication skills

Leadership abilities

Creativity

Education

Degree in Marketing or related field

Job description

Job Description

Loyalty & CRM Manager

My Eco Energy - Sales & Operations

About You

The Loyalty & CRM Manager, as part of the marketing leadership team, will champion key imperatives including developing an integrated customer strategy across all channels and touch points, ensuring seamless program integration for a consistent and enjoyable brand experience, enhancing brand communication to a broader range of targeted customers, and coordinating internal communications to foster collaboration between marketing, merchandising, planning, technology and operations functions to better understand current customers and acquire new ones. They will lead the Loyalty Programmes and be accountable for the P&L.

Key Responsibilities

• Create a culture of disciplined innovation through a process of testing and learning that supports innovation and brings proven winners to market.
• Develop and implement strategies that grow the customer base and drive sales & traffic, leveraging CRM, Loyalty, and Credit programs.
• Lead and manage the development of annual and seasonal plans that support the successful achievement of program and business goals.
• Create and manage the customer contact strategy, executing timely and accurate deliveries of marketing strategies to achieve business goals.
• Establish and implement best practices for database marketing processes, measurement, evaluation, data capture, maintenance and customer/prospect list selection; track and communicate program results.
• Manage interactions with cross-channel partners related to CRM, loyalty, and credit (material fulfillment, performance metrics, training, integration, etc.).
• Develop executive summaries and recommendations of direct marketing programs.
• Dynamic content and personalization.
• Create Loyalty program budgets.

Requirements

• Heavy marketing/CRM experience, including leading customer loyalty and direct marketing programs.
• Experience driving an organizational culture that instills focus on customer satisfaction through continuous improvement of services, processes, systems and collaborative capabilities.
• Forward-thinking, proactive business approach: seeks out problems and opportunities for change, approaches objectives with urgency and passion, and is dedicated to exceeding performance expectations.
• Able to think through problem solutions, sell cooperative solution agendas, and integrate internal and external efficiencies.
• Experience developing and implementing a customer loyalty program.
• Proven track record of success with metric-driven results.
• Track record of driving results through cross-functional collaboration.
• Responsibility for development and execution of budget and timeline deliverables.
• Analytical skills with an ability to translate results into actionable insights.
• Communication skills to negotiate contracts, create vendor compliance, and coordinate multi-vendor cooperation.

Additional Information

MEE is looking for someone enthusiastic, creative, independent leader who can add value to the organization.

Ideal Candidate would be someone:

Product Focus

• Is alert and sensitive to hidden/unrevealed customer needs; recognizes the need for action to respond to emerging market situations.
• Uses creativity to develop new marketing strategies and ensures their execution.
• Stays updated on ongoing and future marketing trends and competitor strategies.
• Proactively defines and drives customer strategies and goals to be achieved by employees.
• Evaluates customer satisfaction measures and takes corrective action as needed.
• Encourages the team to develop and maintain partnerships with customers.

Influencing Others

• Presents facts, analysis, and solutions in a way that demonstrates command of content, considers audience perspectives, and shows the benefits.
• Approaches problems by defining the issue, determining its significance, and using logic and intuition for decisions.
• Analyzes competitor behavior, products and processes to improve current processes.
• Sets clear goals for strategies and ensures timely execution.
• Has thorough understanding of market trends, opportunities, competitor activities, and market needs.
• Possesses in-depth knowledge of various advertising and promotion modes and a deep understanding of target markets to be tapped.
• Handles media partner performance problems by diagnosing, developing solutions, monitoring progress, and keeping upper management informed.

Leadership

• Acts as a role model for the team through actions.
• Provides long-term coaching to develop future leaders and strongly believes in people development.
• Anticipates, plans, and adapts to changes from all internal and external sources.
• Communicates a compelling vision to the team and ensures its execution.
• Conveys the vision in a way that generates excitement, enthusiasm, and commitment to the team mission.

Key Account Management

• Maintains a long-term perspective in forming partnerships with customers.
• Identifies, communicates, and implements best practices that impact multiple stakeholders across multiple sites.

Integrity

• Adheres to the organization’s core values, behaviors, and expectations.
• Admits mistakes.
• Is perceived as direct and truthful.
• Acts honestly and professionally.
• Respects others and their ideas.
• Promotes and establishes trust.
• Brings creativity to facilitate marketing strategy innovation and evaluates advertising effectiveness.
• Drives discussion and idea generation to encourage innovation in others.
• Is flexible and adaptable.

Communication

• Commands attention and respect.
• Effectively articulates information orally to large and small groups.
• Effectively conveys concepts through presentations, reports, and other written forms.

Coaching and Advising

• Provides an appropriate environment for giving and receiving feedback, ensuring the feedback is objective, constructive, and timely.
• Counsels others through difficult issues or new territory.

Conflict Management

• Uses interpersonal styles and methods to reduce tension or conflict between two or more people.
• Deals effectively with others in antagonistic situations.
• Finds agreement on issues and follows through on implementation.

Assessment and Evaluation

• Prioritizes problems in terms of strategic and long-term impacts.
• Performs complex analysis to assess problems, identify solutions and design success measures; monitors effectiveness.
• Makes timely decisions under tight deadlines.
• Proactively seeks performance feedback and works to develop own and others’ performance and learning.
• Encourages the team to share knowledge and learn from each other.