Profile Overview:
Customer Insights and Analytics
- Conduct comprehensive customer behavior analysis to drive actionable insights, such as identifying bulk buyers, redeemers, and transitions between online and offline purchasing.
- Use advanced analytics to personalize campaigns and improve customer engagement across segments.
Customer Segmentation and Personalization
- Utilize customer data to define and segment target audiences, creating personalized marketing and communication strategies.
Drive Capillary (Loyalty Partner)
- should have hands-on experience and strong understanding of Capillary tools, campaign management, CRM modules, customer lifecycle journeys, rewards configuration, analytics dashboards, and integrations.
Data Management and Reconciliation
- Ensure data accuracy and consistency across systems by addressing discrepancies in loyalty penetration reports and other datasets
- Build scalable and optimized data pipelines for reconciliation and reporting purpose
Primary Responsibilities:
- Designing long term strategic loyalty programs
- Identifying loyal, and potentially loyal, customers and then attracting and retaining them with rewards
- Drive segmentation of customer cohorts and devise specific strategies to retain them
- Ensure delivery of training to ensure front line store staff drive acquisition and retention
- Perform Fraud Detection Analysis and identify fraud customer's data and suggest action plans, precautionary measures accordingly
- Ability to query loyalty database and do ad-hoc analysis and hypothesis validation
- Drive implementation of AI/ML models for segmentation, churn management and fraud detection
- Increase the revenue base by managing customer retention, renewal and account growth
- Resolve major customer issue with the help of Category Teams
- Develop competitive intelligence data assets and dashboards tracking customer behavior to identify opportunities for the business
- Preparing financial forecasts for loyalty program liabilities
Experience & Education:
- 4-6 years of work experience in Loyalty & CRM
- B.Tech & MBA from TIER-1 College
