The Data & CRM Specialist would work closely with various departments on cross functional projects with various teams like IT, Brand operations & marketing team, customer service and third-party vendors, including the senior management, to maintain customer-centricity with a focus on activities that maintain and improve loyalty amongst customers such as training and onboarding of new partners and troubleshooting and problem solving.
CRM and Loyalty Integration :
Working with the CRM manager to plan and implement CRM strategies across Retail to encourage customer retention and loyalty.
Work on the CRM platform structure and architecture & ensure it works seamlessly across brands and captures all required information at key touch points in the customer life cycle.
Work with the Analytics, EIT and vendors to design, solution and deploy retail-wide Loyalty program.
Align with the Digital Retail Team for any e-com websites integration with the CRM system.
Working with external partners to integrate with Blue (AFG & Non-AFG).
Working with Rpro team to integrate new stores with all vendors (front-end and backend) and making sure transactions / data is flowing smoothly.
Working with Rpro team to close stores with all vendors (front-end and backend).
Loyalty Operations & Customer Service :
Design, implement & publish incentive program on all CRM & Loyalty projects to drive data capture in stores.
Working with Capillary to setup loyalty promotions at the backend.
Making sure brand teams setup promotions in the POS for smooth operations in store.
Be one point of contact to handle and resolve all operations, technical and customer issues on the retail-wide loyalty program (Brand and Retail Loyalty).
Escalation point for any customer issues raised by customer service team on the loyalty program (Brand and Retail Loyalty).
Working with Cap, QC, ET and Rpro team to resolving any customer issues, app issues, integration issues, customer data etc.
Investigate and approve any goodwill cashback raised by customer service team.
Blue App :
Work with product and IT teams on the App development from the business side.
Perform SIT & UAT and provide feedback.
Onboarding on new brands and partners on the Blue Appe.
Maintain and publish regular MIS on store data capture reports to all key stakeholders.
Publish cashier reports to drive data capture in stores.
Provide ad-hoc reports as per business requirements to share with various brands and geographies to keep the CRM & Loyalty projects on track and identify necessary course correction as and when required.
Monitor and check fraud or possible fraud cases along-with CRM vendor and EIT and create action plan to mitigate the same.
Prepare and publish loyalty program training documents to all the brand stakeholders.
Successfully drive and complete loyalty program train the trainer session with all the brand stakeholders (AFG & Non-AFG).
Add training in iGRow and publish it to all store team to complete it.
Support brand and store teams with data capture training or training documents when required.
Qualifications : Experience : Min : 2 Salary : Unspecified