1. CRM

• Plan and deliver CRM strategies across the company encouraging customer retention and customer loyalty.
• Decide on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
• Customer Journey Mapping analyzing touch points with the organization and maximize commercial opportunities.
• Work closely with all departments to ensure the CRM works effectively for all aspects of the company. – Overseeing direct communications with customers through the CRM.
• Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
• Ensure the database is segmented effectively for targeted marketing activities.
• Oversee the migration of all direct communications to lower cost mediums such as SMS, email, app push, web push.
• Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.

2. Loyalty & Reward program

• Take lead in designing and implementing the Extracare – PMC customer loyalty and rewards program, with focus on delivering value to customer and increasing fan engagement
• Work through all executional details to ensure a timely and successful program launch.
• Collaborate with a cross-functional team to manage loyalty assets and maintain and grow the program.
• Examine customer data (program engagement, rewards redemptions, general fan behavior) and develop user experience analytics and business performance metrics associated with the program.
• Prepare and launch program upgrades, both creative and rewards-driven. Develop and execute long-term strategic growth plans for the program.