Senior Manager- CRM
Preferable Educational Qualification: BTech/BE- IIT/ Other Tier1 College
Driving revenue from email, sms, push notifications, web notifications, calls, direct mails.
Establishing end to end strategy, design & delivery for customer engagement, promotion and retention for a captive base of customers.
Developing customer profiling & propensity model and deriving customer insights through data mining.
Developing a panel of vendors and platforms for seamless cross-channel campaign management.
Designing & managing targeted direct marketing campaigns including Tele-marketing, Email and Mobile marketing.
Managing strategic projects to enhance backend systems and processes, to measure and improve Customer experience during and post transaction lifecycle.
Driving higher monetization of customer base through strategic partnerships in e-commerce space.
Clustering/ segmentation for marketing communications.
Optimizing current campaigns and adding new one.
Various AB testing and measuring different experiments.
Tech/ product strategy to increase repeat rate and new customers.
Defining various KPI to measure and dashboards for various stake holders.
Backend architecture of data base which can be used by everyone at ease.
Cross functional coordination and drive them for various campaigns required for customers.
Sr Executive/ Assistant Manager- Social Media Marketing
Managing end to end Social Media marketing and strategy by successfully conceptualizing and delivering integrated social media strategy.
Creating a well-known social brand in the region with best in class social engagement metrics.
Responsible for strategizing performance marketing for Jabong across web and the mobile app.
Hands on Knowledge of running extensive Inorganic/Paid Facebook Ads on Facebook Business Accounts.
The Social Media Management would largely be segregated into the following:
Social media strategy
Create the social media strategy for all the channels
Create budgets for social media activities.
Plan social media campaigns for Facebook.
Manage change and adopt social media into the corporate culture.
Social media implementation :
Manage social media Facebook campaigns and day to day activities .
Manage presence in social networking sites .
Community outreach .
Build a brand ambassador network .
Post and comment on relevant blogs Seed content into social networks.
Create and upload videos Engage in conversations and answer questions .
Create and maintain a social media editorial calendar and posting schedule.
Social media monitoring
Develop benchmark metrics to measure the results of social media programs .
Analyze and evaluate social media campaigns and strategies.
Report on effectiveness of campaigns Monitor trends in social media .
Monitor the activities of main competitors in social media.
Monitor social space for brand and related topics and conversations.
Understand how the social media impacts search traffic
General Manager/ Deputy General Manager- Seller Experience
Heading Seller (support) experience operations and relationship management for Marketplace business.
Key responsibilities include formulating business strategy to build scalable model for seller support operations, drive business growth of mid-segments sellers, improve Seller Experience on the platform for transactional support, training & communication, relationship management and business growth.
Leveraging technology to drive process and platform efficiencies across various business and support flows process automation and self-serve platform.
Formulated relationship management framework and business processes to enable cost effective model driving seller growth and success.
Led the seller growth for mid-segment pan-India sellers across all product categories using remote business relationship model.
Make the best of the seller experience & maintain high level Net Promoter Score (NPS) there by building way to a profitable growth.
Formulated strategy and implementation roadmap for new business initiatives Priority support, Chat support, service outsourcing, and business growth strategy.
Identification and execution of product, process and people interventions for Seller Protection Programme, directed at improving sellers return experience, better cost attribution and cost reduction(% of Marketplace GMV)
Escalation Matrix definition and process formulation for faster issue resolution of seller issues across Tier 1, Tier 2 and Tier 3, by defining correct channel for faster resolution of critical issues that impact seller, and by increasing seller engagement of Account Managers/Relationship Executives.
Drive strategic initiatives centered around cost optimization, operational efficiencies, proactive escalation management by interacting with diverse stakeholders like Logistics, Product, Customer Experience and Strategy