Jobs

Job description
Role and Responsibilities

Will be responsible for continuouslyanalyzing relevant customer information to improve engagement and drivebusiness growth across all brands i.e. ITC Hotels, Welcomhotels, Mementos andStorii. In the CRM transformation / project phase the role will also beresponsible for coordinating with internal and stakeholders through all phasesof design, implementation testing and audit. On a routine basis, they willcollaborate with brand managers & loyalty custodians to develop a calendarfor all communications in line with business objectives, manage and maintainthe companys CRM database, develop a sound understanding of customer behaviorand segmentation, optimize and refine campaigns to maximize ROI &engagement across all channels.

Design, create, and execute successfulcampaigns across multiple platforms, including Email, SMS, WhatsApp, AppNotifications, and social media.
Build & manage relevant CRM databases.Drive initiatives to strengthen 1P and 2P databases.
Customer profiling with creation of specific segment/ cohorts for targeted communications.
Create and manage workflows for automated /drip campaigns across platforms.
Collaborate with Headquarters and brandmanagers to develop a calendar for all communications in line with businessobjectives.
Experiment with campaign attributes like A/BTesting, send time Optimization and segmentation to improve engagement andconversions.
Review campaign performance and understandanalytics to identify opportunities for improvement.
Analyze data and build customer journeyrelated drip campaigns across multiple use cases like customer onboarding, increasingrepeat purchase, activating dormant customers, increasing share of wallet, etc.
Support the project phase with necessarydocumentation and inputs during the design, build, implementation, testing andaudit phase.
Manage omni channel campaigns, and measuringconversion through attribution models & relevant KPIs.
Optimize and refine campaigns to maximize ROIand engagement.
Work cross-functionally with other teams toensure consistent messaging across all channels.
Prepare and share report back with management& senior leadership on a periodic basis.

Requirements Qualifications and Education Requirements

2+ years of marketing tech experience,including experience in CRM / campaign management.
Familiarity with operating CampaignManagement tools like Oracle Responsys Salesforce, Zoho, Netcore , etc. solutions (Oracle Responsys preferred)
Experience with managing omni channel marketing campaigns, preferably in the services industry
Knowledge and capability of measuring campaign conversion via KPI and attribution models.
Experience with running campaigns across Email, SMS, WhatsApp, App Notifications, and social media.
Basics working knowledge of customer profiling, segmentation, STO, workflow management and creation of workflows forautomated campaigns
Good knowledge of Ms Excel, with excellent hands-on experience of database related functions.
Working knowledge about effective email design and content.
Should possess a data-driven mindset and beskilled at interpreting data to turn it into actionable insights.
Ability to develop, audit, and test campaignsin ways that optimize key performance indicators (KPIs)
Strong analytical skills and the ability tointerpret data.
Communication and collaboration skills, with the ability to work effectively with cross-functional teams.