Campaign Manager

Campaign Manager

Campaign Manager

Talks About People

Job descriptionApplication

About the role

Job Description: Customer Loyalty & Campaign Manager – CRM (Tanishq North America) 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 Internal Interfaces • CRM Vendors • Customer loyalty tool vendors • Printing vendors • Creative agencies • Digital Agencies • Website Vendor • Communication Vendors (Email/SMS/WhatsApp) • 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 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 Expected Process Contributions Details 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 pay

• Must-have skills

• RetailCRM

• Good-to-have skills

• airlines