CRM Manager - Noida, India - Jubilant Foodworks

Description

Roles and Responsibilities

Jubilant FoodWorks is amidst transformation & expansion which will fuel the next level of growth and this creates both challenges and opportunities. While JFL is the largest QSR in the sub-continent, it is set to double in scale & size with Multi Business, Multi Product, Multi Country Operations.

Build CRM strategy across customer cohorts

Build a structured CRM program with focus on customer LTV

Use scientific segmentation approach and drive key KPI's like frequency, winbacks, churn etc.

Drive efficiency in marketing spends by optimising/targeting discounts and improving ROI

Participate in key decision making forums & communicate key insights in an effective and influential manner

Draw insights from consumer research, sentiment analysis and leverage these findings to drive customer engagement

Business Support & Funnel Management

- Monitor campaign and Own Assets funnels to assess opportunities and build programs to improve conversion andreduce drop-offs

experiments) to enable data driven decisions and demonstrate measurable value.

-Collaborate with insights team to generate and execute actionable business recommendations (setup A-B

Expedite root cause analyses/insight generation against a given recurring use case

Loyalty Program

Work in partnership with the digital tech/product team to launch the loyalty program and personalisation initiatives

Impact on Innovations & Changes

-Implementation and continuous improvement of CRM processes and systems

-Regular monitoring of latest trends in CRM strategies/tools/vendors/channels and driving adoption through pilots and consequently scale-up post success

Stakeholder Management – Internal & External

Conduct regular planning and reviews key performance metrics and aid in benefitting from change

Drive precision CRM to support regional, city level, store level business challenges

Work and setup a vendor ecosystem of creative/copy agencies for execution of Customer Lifecycle communication

Coordination with the service provider agencies for new feature development or maintenance/execution of campaigns

Desired Candidate Profile

Qualification, Experience and Skills:

Post Graduate in Marketing (or related field) from Tier 1 college

4 to 6 years of experience in CRM/Digital function

Excellent understanding of CRM marketing concepts (retention, churn prevention, reactivation & win-back) and best practices in the industry

Hands-on experience in using new age CRM tools (Moengage, Clevertap etc) and Google Analytics

Exposure and understanding of service providers across CRM channels

Hunger to own the product and take it to next level

Understanding of Loyalty programs and build to scale

What do w e e x pect f r o m you?

Creative and structured thinking to solve real-world problems

Strong consumer behaviour understanding & insights

Fail fast, learn faster approach

Comfortable in a high-energy, fast-paced environment

Proficient verbal and written communication skills

Detail-oriented with the ability to self-direct work in an unstructured environment

Excellent partnership and collaboration skills with the ability to work cross-functionally

- Good organisational skills including prioritising, scheduling, time management, and meeting deadlines