Senior Executive, CRM

Responsibilities:

•Strategic Planning:

- Planning, implementing, and monitoring retention, up-selling, and cross-selling campaigns generated from customer insights to deliver incremental sales volume and customer loyalty / Rewards program

- Plan and execute new initiatives to increase new downloading and enrolling volumes

•CRM Data Management: Keep customer, partner, and sales pipeline data up-to-date and accurate in the CRM system, ensuring timely updates.

•Process Improvement: Continuously look for ways to improve CRM processes and workflows for greater efficiency.

•Reporting & Insights:

- Create and share CRM reports to help the team track sales performance, pipeline status, and partner engagement.

- Daily manage end-to-end for customer experience and analyze campaign performance.

•Redemption management:- Create and setting campaign on Loyalty Program CMS.

- Monitoring and analyze redemption and campaign performance.

•Central Communication: Serve as the go-to person for all CRM-related queries and align communication between PM, MKT, Activation and Sale teams.

Key Responsibilities:

•CRM Data Management: Keep customer, partner, and sales pipeline data up-to-date and accurate in the CRM system, ensuring timely updates.

•Support for Sales & Channel Teams: Work closely with the sales and channel development teams to ensure CRM entries are completed, especially during busy periods, and correct any data issues.

•Monitor Sales Pipeline & Leads: Regularly track and manage leads, ensuring opportunities are correctly categorized and moved through the sales stages.

•Reporting & Insights: Create and share CRM reports to help the team track sales performance, pipeline status, and partner engagement.

•Central Communication Hub: Serve as the go-to person for all CRM-related queries and align communication between sales, pre-sales, and channel teams.

•Training & Support: Provide ongoing training and support to help teams fully utilize the CRM and follow best practices.

•Data Audits: Perform regular audits to identify and resolve missing or inaccurate data.

•Process Improvement: Continuously look for ways to improve CRM processes and workflows for greater efficiency.

•System Development: Collaborate with IT or external consultants to troubleshoot issues, implement new features, and customize the CRM system to better meet our needs.

Skills and Qualifications:

•Proven experience in managing or coordinating CRM systems.

•Good understanding of business development and sales channel processes in the retail industry.

•Strong attention to detail with excellent organizational skills.

•Effective communicator with the ability to work well across teams.

•Ability to generate reports and derive insights from CRM data to inform business decisions.