MBA Marketing from leading Management Schools
10 to12 Years of relevant experience
JOB RESPONSIBILITIES :
The Loyalty Specialist has the critical responsibility to Create and sustain initiatives that prevent customer churn and reward customers for their continued patronage for our online portal.
This includes analyzing the entire customer life-cycle and finding key friction points and attempting to reduce their effect on our eCommerce customers via balancing actions.
This position requires someone who is a thought leader and can be the customer advocate facing internal stakeholders.
KEY RESPONSIBILITIES :
Customer Life-cycle Analysis
Customer life-cycle analysis Create and understand user journey inside the eCommerce portal and understand touch points for customer friction.
This understanding will be used to design rewards plans to reduce the friction and build customer retention activities.
Rewards Design & Execution
Design and implement Loyalty Programs Design loyalty programs based on organizational inputs to appropriately reward customer loyalty and support.
Loyalty Integration Implement loyalty programs as per the plan and seamlessly integrate it into existing platform.
New enhancements from time to time should be brought about based on learning and implemented to increase effectiveness
Increase conversions Using cross functional teams, increase the acceptance of loyalty program among customers.
This requires visibility of the program across channels and all customer touch points.
Increase Usage Implement promotional activities with relevant teams to increase usage of the loyalty program, find roadblocks in acceptance and clear them.
Competitive Business Intelligence Monitor the market for shifts, and keep a keen eye on competition to constantly create offerings which are ahead of the curve.
Analysis & Learning Continually monitor performance, acceptance rates, conversion, usage of the program and draw learning which can be implemented to improve over all process.
KNOWLEDGE & SKILLS Required :
Online/ Offline or e-Commerce experience in implementing Large scale loyalty programs for over a million active customers in data base(Large Scale).
First hand design& deployment experience from pure play e-commerce or Telecom or Banking or Airlines Fashion or Media & Advertising brands.
Budgeting, Analysis, Design and Implementation experience of loyalty programs at Large scale.
Should have handled a budget of over 1 Crore
Leadership experience - proven track record in developing high performance teams
Great communication, Entrepreneurial spirit, International exposure is an advantage.
Ability to recruit, manage and motivate high performance teams with differing profiles and levels of experience
Leading edge knowledge on eCommerce field ( conversions, AOV)
Analytical bent of mind Ability to crunch numbers.
Advance Knowledge of Excel & Power point is a must.