About the role
Key Result Areas Supporting Actions NPS & Customer Feedback- • Coordinate the deployment of NPS surveys. • Track customer feedback and response rates. • Prepare NPS reports and summaries. • Escalate customer concerns and feedback to relevant stakeholders. • Support initiatives aimed at improving customer satisfaction. CRM Campaign Execution- Coordinate the execution of CRM campaigns across Email, WhatsApp, SMS and App channels. • Prepare campaign briefs and coordinate with creative and CRM agencies for asset development. • Manage campaign calendars and deployment schedules. • Review campaign creatives and content for accuracy before deployment. • Conduct campaign testing and quality checks. • Track campaign performance and track results. CRM Agency & Data Coordination- • Act as the day-to-day coordinator between Galeries Lafayette Mumbai and CRM agency partners. • Monitor customer data uploads and integrations across CRM platforms. • Coordinate with IT, Retail, E-commerce and agency teams to resolve data-related issues. • Maintain customer database hygiene and support data validation exercises. • Ensure customer consent and communication preferences are accurately maintained. Reporting & Analytics- • Execute weekly and monthly CRM performance reports. • Track campaign metrics including deliveries, opens, clicks, conversions and revenue. • Maintain CRM dashboards and trackers. • Support analysis of customer behaviour and campaign performance. • Assist in preparing management presentations and reports. Omnichannel Promotions & Offer Management- • Support the setup and execution of CRM-led promotions and offers. • Coordinate with Retail, E-commerce, Finance, IT and CRM partners to ensure correct offer implementation. • Assist with campaign testing and validation. • Monitor offer redemptions and maintain campaign trackers. • Prepare post-campaign reports and performance summaries.