Customers Loyalty Programs / Net Promoter Score / NPS Professionals, Mumbai - 1340646

Job Description

Role: Marketing, Business Research, Identification of Growth Drivers, and End-to-end Implementation & Management of Customer Excellence Initiatives, including Channel Loyalty Program, Customer Connect /Customer Acquisition Initiatives; and Net Promoter Score (NPS); and Build analytical models to support the business, and assess the incremental revenue from NPS implementation, for one of most respected and largest building products company.
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Post: Customers Loyalty Programs / Net Promoter Score / NPS Professionals, at Mumbai

Reporting to: Vice President Key Accounts

Qualification: MBA (Marketing/Finance/Operations)

Experience: 4 to 8 years experience in Marketing, Business Research, Analytical Modelling, Launching, Implementing, and Managing Customer Excellence Initiatives, including Channel Loyalty Program / Customer Connect/Acquisition Initiative; and Net Promoter Score (NPS)

Other Requirements: Good Analytical skills; Effective Interpersonal, Communication and Presentation skills; Willingness, ability and flexibility to learn, and adapt

Job Description:
Sales & Marketing Strategic Planning: Use industry benchmarks to identify growth drivers for the company; and assist in developing effective sales and marketing strategy.
Marketing & Customer Excellence Initiatives: Conceive, Design, Development, Implement & Monitor various Marketing and Customer Initiatives on pan-India level, including Marketing Campaigns & Loyalty Programs for Channel partners (dealers, retailers) & Influencers (architect, masons, contractors) (online and offline) to meet business objectives
Net Promoter Score (NPS): Lead the Launch & Implementation of Net Promoter Score (NPS) across the country, to help drive the customer advocacy, relative positioning of brand, strategic pricing, strategies, geographical differences etc.; and build and use analytical model to assess the incremental revenue estimation from NPS implementation.
Manage marketing Campaigns and Schemes: Design and implement periodic, seasonal and need based campaigns/schemes to drive desired results from all stake holders (channel Partners & Influencers) in terms of sales and other positive behavior like branding, payment etc.
Customer Connect Initiatives: Design, create, and implement Customer Connect Plans, including effective communication module via Direct calling, SMS, email , IVR, print mailers, and newsletters for regularly communicating with all the stakeholders;, for NPS.
Managing the CRM technology platform: Work with IT team to setup a CRM technology platform for Online NPS, Loop Closure, MIS Reports, and Graphical; that also includes an effective and responsive Query Resolution Tool for channel partners to enable them to log queries and get the response in time bound manner.
Data Analytics, Database Management, & MIS: Building analytical models to support business; estimate/assess incremental revenue from NPS implementation. Analyze Data, Review and Track the Progress of different initiatives; and Create Dashboards and Reports on Implementation of various Marketing Campaigns/Initiatives/ Loyalty Programs for Channel Partners; and their effectiveness.
Team Work: Work with Cross functional team involving Sales, Logistics, Customer service, Finance for effective implementation of sales strategies; and execution of Customer Retention/Activation and engagement programs. Ensure that the teams are adequately trained on software and processes, and the same is followed diligently.
Planning & Budgeting: Budgeting, Provisioning and approval from the Internal Management. Campaign planning, campaign timeline structuring, developing of Program SOPs, Simulation.
Manage Rewards & Recognition: Design and implement ROI based campaigns and events that results into higher sales increase in online payments and others positive behavior.
Launch of Loyalty Programs at Pan India Level: Strategize, plan, and interact with agencies for smooth implementation of activities related to the program online as well as on ground including communication plan, system development, and vendor management and on ground execution.
Vendor Management for Rewards Fulfillment & Deliveries: Identify, Negotiate, Appoint and Manage Vendors; and act as a single point of contact (SPOC) between the company and consultants/vendors for all the activities related to the loyalty programs.

Company Description

Swami Associates was incorporated with a vision of providing various services to business… / industrial sectors and different segments of general public. Since we are servicing different verticals in the field of IT Services, Technical Consultancy, Accounting Services, Tax Planning and Trade Policy related issues with our excellent services. Our firm has thrived because of the quality of the promoters and personnel who genuinely believe the work they do can make a long term difference to their clients success and who are focused on making that happen.   Read full description