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.