• JD Manager, Digital Activation & Consumer Engagement

  Job Description

  Develop & execute CRM campaigns to increase customer loyalty and develop adiClub Membership program via these initiatives
• Prepare a set of CRM procedures in sync with global, coordinate with region & apply them at every level of the company
• Analyse customer behaviour and measure their impact on business outcomes to update strategies – take ownership of both expansion and revenue streams of the adiClub program & CRM membership initiatives
• Plan and execute various campaigns for customers via Email, Mobile Push Notification, SMS and more
• Take charge of Membership Redemption planning, execution and development
• Integrate CRM & Membership activations with brand campaign calendar
• Maximize efficiency of brand and commercial campaigns and improve ROI
• Improve audience engagement rate and traction in terms of active audience / member-base
  Do a deep dive of customer data and analyse the impact / reporting of various campaigns
• Maintain record / reports of Customers Acquisition and Sales data through CRM channels into different classes based on common characteristics like demographics or behaviours and personalize the approach effectively
• Run effective promotional activities to optimize sales growth and customer retention as per brand and global campaign alignment
• Understand previous customer attitudes to better engage current customers – Audience Insights
• Identify new and more cost-efficient communication channels and customer interaction approaches & prioritize them accordingly
• Work in sync with the brand teams to keep customers updated about the latest collections & special offers to increase sales
• Adopt new trends & strategies to expand the customer base such as upselling and cross-selling
• Coordinate different departments in terms of their customer interactions and establish a way to increase the level and effectiveness of their co-operation
• Monitor direct competitors, category and industry on CRM management and development

Reporting & Experience

• Report to Digital Media lead and work with Digital Media & Brand team
• Work in tandem with CRM team for EM Market and Global
• Firsthand experience of managing / establishing CRM processes
• Daily and Weekly reporting on CRM Performance campaign
• Establish and maintain process for reporting CRM performance as well as Membership numbers
• Establish and improve connect with the Hub teams to deliver better processes and implementation of Hub level strategy
• Work with the global and local CRM / Membership agencies for strategy, execution & reporting
• Work with the retail and brand teams for strategy, execution & reporting
• Help grow the reporting team by offering growth opportunities

Consumer Engagement Reporting and Analytics

• Work with key technologies (Adobe, GA, MicroStrategy etc.) and tools consumer engagement team with .com/app insights on overall consumer funnel and overall digital consumer experience/engagement analytics
• ead data lead insights into consumer segmentation and affinity to enable continuous optimization of digital channels to increase reach, engagement, and acquisition.
• evelop strong relationships with business stakeholders to understand their goals, objectives, outline analytic requirements, provide solutions to business needs and join forces in driving business improvement and onsite optimization.
• upport industry, market, and global benchmarking.

Key Relationships

• Business Units & Brand Activations
• Concept to Consumer
• eCommerce
• Digital Analytics
• Media
• Tech
• DBA
• Global Membership Team (Strategy, planning and product)
• Global Digital Analytics
• EM Membership / CRM

Requisite Education & Experience / Minimum Qualifications

• Bachelors in engineering/economics/mathematics/Statistics/ Commerce/Business
• Masters in English /MBA (Optional)
• 7-9 years progressive experience within data analytics, consumer analytics or data science
• Knowledge, Skills & Abilities
• Fast learner, proactive working attitude, and growth mindset
• Experience in conceptualizing and executing reports and dashboards
• Data driven and insights focused individual with a pragmatic outlook
• Demonstrated ability of taking initiative and influencing people
• Experience in cross-functional and cross-geo stakeholder management.
• Well versed with key membership indicators, personalization, and insights reporting
• Proven extensive hands-on experience with analytics tools and BI solutions (e.g. SQL, MicroStrategy, Tableau, and Qualtrics)

You have experience using the following type of tools and a view on how they would benefit business:

• Web Analytics (e.g. Adobe Analytics, Google Analytics 360)
• Voice of the Customer tool (e.g. Usabilla)
• Appsflyer and Personalization Platforms such as Monetate, etc.
• Knowledge of any of the below tools are a plus:
• Advanced Analytics Tools (R, Python)
• Customer Experience Measurement (Tealeaf CEM)
• Experience in data science project and tools
• Experience of working with recommendation engines or recommendation engine models would be highly appreciated
• Fast learner, proactive working attitude, and strong project management experience
• Excellent project management skills, including the ability to lead projects or work on several projects simultaneously
• Very good presentation skills, data management and reporting and story-telling
• Ability to work in a matrix organization
• Fluent in English, both verbally and written.