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Consultant: Customer Loyalty & Retention

  • Full Time
  •  On-Site - Mumbai / Navi Mumbai
  • 6 months
  • Project posted on: 24/06/2024

Consultant: Customer Loyalty & Retention

  • Marketing
  • Customer Loyalty & Retention

On-Site - Mumbai / Navi Mumbai

Full Time

6 months


Assignment Details

Our client, a leading global FMCG organisation, is looking to engage with a Consultant: Customer Loyalty & Retention.

Project Overview: The client is looking to engage with an experienced consultant to lead the product development and implementation of a comprehensive loyalty program and Consumer 360 View project. The ideal candidate will have a proven track record in loyalty programs, CRM systems, and consumer data insighting
and analysis. This role involves strategic planning, project management, and collaboration with various stakeholders to design, develop the comprehensive program in app, enhance consumer engagement and
hence retention.

Key Responsibilities:
1. Loyalty Program Development:
 Design and implement a robust loyalty program tailored to our brand.
 Analyze market trends and competitor programs to identify best practices and innovative solutions.
 Collaborate with marketing, sales, and IT teams to ensure seamless business integration of the loyalty program across all consumers touchpoints, starting with digital first, and extending to offline as well, hence creating an omni touch point program.
 Develop KPIs and metrics to measure the effectiveness of the loyalty program including overarching metrics like CLV, retention etc.

2. Consumer 360 View:
 We are generating both 1P and behavioural consumer data signals from various sources – both online and offline. A critical deliverable is to lead the Consumer 360 View project to provide a holistic understanding of customer behaviors and preferences
 Work with data analytics teams to gather, clean, and analyze customer data from various sources.
 Develop actionable insights and strategies based on data analysis to improve consumer experience and drive sales.
 Use data-driven insights to integrate D2Cs and offline buying touch
points and work with 121 marketing teams to use personalized comms, constantly create and improve cohort quality to grow the program
 Ensure compliance with data privacy regulations and company policies.

3. Project Management:
 Create detailed project plans, timelines, and budgets.
 Manage project resources, including internal teams and external vendors.
 Monitor project progress and make adjustments as necessary to ensure successful delivery.
 Provide regular updates and reports to senior management.

4. Stakeholder Collaboration:
 Engage with cross-functional teams to ensure alignment and support for the loyalty program and Consumer 360 View project.

- Duration: 6 months
- Capacity: Full Time, Onsite, Mumbai

Skills Required

 Bachelor's degree in Marketing, Business Administration, Tech or a related field; MBA preferred.
 Minimum of 5 years of experience in loyalty program management, CRM, and consumer data analysis. Experience with design thinking and product design is keenly sought as well
 Strong project management skills with a track record of delivering complex projects on time and within budget.
 Excellent communication and interpersonal skills.
 Proficiency in data analysis tools and CRM software.
 Knowledge of data privacy regulations and best practices.

About the Client




Minimum Experience:

5+ years

Additional Skills:

  • Product Design
  • Customer Retention
  • Consumer Data Analysis
  • Retail
  • CRM
  • FMCG
  • Loyalty program
  • D2C
  • Customer Loyalty
  • Beauty
  • Design Thinking

No of open positions:


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