Responsibilities / Introduction
oversee all CRM functions, building the business’s overall consumer management capability in order to provide a high level of service and excellent consumer experience and capture data across all key touch-points of the business
Leads the entire CRM department in data collection on consumer insights concerning CRM programs and the business with data-driven and strategy formulation within the CRM department and in CRM campaigns and programs
CRM campaigns and activities to measure ROI, prioritize resources, and enable continuous improvement in consumer acquisition and retention initiatives.
Evaluates consumer data, experience research, consumer segmentation, consumer roadmap analyses, consumer behavior, engagement program, rewards redemptions, user experience analyses, as well as business performance metrics in order to realize areas of improvement in the business’s CRM campaigns