Resource - CRM (EV)

Job Purpose

Responsible for assisting in establishing and executing the CRM / Marketing technology related comms operations and roadmap across the organization for achieving world class customer satisfaction for Royal Enfield’s EV business globally.

Work with multiple stakeholders to deliver business objectives ranging and not limited to customer service, marketing and sales teams to maintain a customer-focused attitude with a focus on activities that will nurture and convert prospects and retain customers for lifetime.

Key Responsibilities

Drive the Customer Relationship Management (CRM) communication operations for the brand and work cross-functionally with design, analytics, product, research and engineering to define the technology, messaging, strategy and data models in the CRM space for outreach to customers and intenders.

Owning the Omni-channel strategy, tactics and delivery of communication plan - Email/SMS/App/Whatsapp/Web Push to handle and lead Customer Life-cycle communication at a Promotional and transactional level.

Interface with regional and country SPOCS to define Customer lifecycle communication suited to the geography, bringing an expertise from a functional level to blend with business and regional sensitivities.

Drive release of CRM campaigns on time, in full via steering the CRM agency operations, having hands on knowledge and use of the marketing automation, CDP and other supporting tools and models.

Drive personalization interventions, derived insights to arrive at sharper segmentation that will yield in increase engagement on CRM mediums, Website and eventual conversions.

Lead the identification and creation of customer segments, targeting and reporting to inform the development of the life-cycle program with help of the marketing automation and customer data platform tool.

Analyze metrics on implementation and utilization of key marketing technology platforms for global marketing campaigns.

Work closely with the creative strategy team, agency partners for creation of CRM comms assets, in tandem sharing the best practices and references.

Ensure key campaign and project KPIs are met, manage performance/ reporting and communicate results to executive leadership and alongside ensuring timely payouts and record keeping for vendor related payments.

Education

Essential - Bachelor’s degree (Full Time) - CRM, Marketing, Communications

Preferred - Masters in Business Administration (MBA) / Post Graduate Diploma in Management (PGDM) - Advertising, Marketing, Communications

Experience

6+ years and above having worked in an agency or brand on customer facing projects and comms.

Hands on experience of working with Marketing automation platforms, integrations and reporting.

Have delivered CRM assets across various platforms while working with support teams from the creative department.

Has working knowledge of CDP, personalization and predictive models for CRM operations.