AGM - Marketing - Sany, India - Randstad India
Description
Primarypurpose of the role:
Responsible for the customer interactionstrategy and roadmap driving performance through the business toachieve
a cohesive andoptimal experience for all customer segments acrosstouchpoints.
Mainresponsibilities:
Lead and manage the Digital and CustomerRetention teams working with them to support and improveour
Customer journey aswell as transforming our products and services with newtechnology
Define anddrive implementation of a holistic digital strategy to improve andenhance customer interactions
Define and drive implementation of a holisticretention strategy to drive revenue from existingcustomers
Identify andimplement new opportunities throughout the customer journey todeliver high performing agile
Customer interactions andtouchpoints
understand the key interactions in thecustomer lifecycle and drive relevant changes withCRM
Strategies and digitalasset developments
Grow customer engagement across channelsmaximizing opportunities across customertouchpoints
Useresearch methods and data channels of customer experience tounderstand issues and implement change
Analyze and improve customer retention andrepeatcustom behaviors across key segments toinform
Marketing and businessdecisions
Lead and evolve the CRM strategy includingcustomer communications and automation
Collaborate with brand partners and dealersto ensure alignment of strategy and visibility offinance
Collaboratewith other business areas acting as the voice of thecustomer
Develop adelivery plan to enhance the companys reach andreputation
Define anddrive the strategy for communication of new products and servicesto market
HappinessRespect Transparency Delivery CreativeThinking
Responsiblefor leading the conversation with PSA Financecustomers
Ensure allcommunications adhere to direct marketing and Data Protection rulesand regulations
Ensurethat all digital channels adhere to Web Content AccessibilityGuidelines (WCAG)
Decision makingscope
The jobholder will be responsible fordeveloping and implementing the most appropriate course of actionto meet customer needs whilst adhering to business requirements. Inaddition they are required to recommend and implement changes tointernal policies and procedures.
Supervisionreceived
Required to work largely autonomously withperformance being monitored against objectives and businessneeds.
Principalchallenges/difficulties
Need to react quickly to market/technicalchanges as well as call upon stakeholder and supplier contacts tomaximize opportunities.
Need to fully understand the sales processand customer retention programmes.
The pace of change within the digitalarena.
Management ofmultiple projects.
Ability to articulate ideas to colleagues andpartners.
Delivery ofprojects within existing architecturalframeworks
Culturalchange management of an organization.
Statisticaldetails
Number of directreports:
Three:Customer Retentions Lead & 2x Customer RetentionsManager
Economicdata:
Budget assigned by CMO & control andresponsibility for costs attributable to
Customer Retentionsteams.
Any otherquantitative data:
Ownership of quality across customertouchpoints (reputational risk)
Ownership of customer database andcommunications (data management)
Qualifications &experience:
Language skills:
Multilingual desired but not essential however must have masterlevel English speaking and writing ability
Professionalqualifications vocational training educationlevel:
Postgraduate Degree in Marketing BusinessCommunications or comparable work experience
Engineering or statistical UGmajor
Previousexperience required
7years of Digital Marketing with experience in acquisition andretention
Strongbackground in digital marketing including experience/understandingof handson campaign
Managementessential
Experience of developing and maintainingeffective relationships with Executives andSenior
Managers throughpersonal credibility and delivery of results
As a prerequisite display expertise incustomer journey management digital andcommunications
Personcharacteristics required:
Passion for remaining up to date with digitaland technology trends
Commercial yet customerfirst mindset with the ability to identifycustomer needs
Detailoriented with excellent communication skills
Have the ability to communicate with seniormanagement and external suppliers at alllevels