Manager
Urbanbuz
Total years of experience :9 years, 8 Months
Managed and lead a team of 4 CSM's during this period.
Consult the business on strategising the customer journey for customer engagement activities
Expertise in conducting CRM campaigns on digital customer acquisition, re-engagement and
retention strategies for retail brands.
De ne marketing KPI's, SLA's & metrix for the brands and monitor the same via google analytics or
CRM tools.
Map customer journey and analyse touch points and maximise revenues for the brand.
De ne & build automation strategies for customers of differeent brands via segmentation.
Training the teams on the CRM tool and develop CRM startegy for the brand and the available
cutomer journey
Manage the onboarding, Project management, E-commerce intergations and CRM tools.
Create, deliver and optimize customer lifecycle triggers and communication across email,
sms, Whatsaspp with an aim to acquire, engage, nurture and re-activate our members.
Analyze Customer Data available at Group level and provide insights to the business for more
informed decision making and better business results
Ensure all projects of the department are communicated and delivered in stipulated timelines and
cover the complete scope.
Ability to analyze business needs and perform the bi-directional translation of complex business and
technical theories to a variety of audiences.
Maintain relationship with the brands and ensure that they are able to deliver as per their Marketing
objectives.
Apr 2016
Aug 2018
Account ManagerLoyalty (ME, Srilanka& Africa
Partnering with Banks for embedded and standalone products with primary responsibility being product
development, relationship management and cross selling to existing base of customers.
Managing the Sales and Marketing operations and accountable for increasing sales growth.
Driving /achieving sales initiatives to achieve business goals & managing the frontline sales team.
Conducting detailed market study to analyze the latest market trends and tracking competitor
activities and providing valuable inputs for Selling and the marketing strategies.
Identifying and developing new streams for long term revenue growth and maintaining relationships
with customers to achieve repeat/ referral business.
Conducting competitor analysis by keeping abreast of market trends and competitor moves to
achieve market share metrics.
Identify and implement action plans for achieving business growth objectives and targets.
Ensuring high performance culture and delivering quality client servicing.
Managing activities for the identi cation of training needs of the banks for upgrading their technical
and soft skills.
Planning for organizing and conducting training /development programs including periodic
performance reviews according to the set target.Handling the development of training programs in
the organization