CRM Executive - Galeries Lafayette

Key Result Areas

Supporting Actions

NPS & Customer Feedback-

. Coordinate the deployment of NPS surveys.

. Track customer feedback and response rates.

. Prepare NPS reports and summaries.

. Escalate customer concerns and feedback to relevant stakeholders.

. Support initiatives aimed at improving customer satisfaction.

CRM Campaign Execution-

Coordinate the execution of CRM campaigns across Email, WhatsApp, SMS and App channels.

. Prepare campaign briefs and coordinate with creative and CRM agencies for asset development.

. Manage campaign calendars and deployment schedules.

. Review campaign creatives and content for accuracy before deployment.

. Conduct campaign testing and quality checks.

. Track campaign performance and track results.

CRM Agency & Data Coordination-

. Act as the day-to-day coordinator between Galeries Lafayette Mumbai and CRM agency partners.

. Monitor customer data uploads and integrations across CRM platforms.

. Coordinate with IT, Retail, E-commerce and agency teams to resolve data-related issues.

. Maintain customer database hygiene and support data validation exercises.

. Ensure customer consent and communication preferences are accurately maintained.

Reporting & Analytics-

. Execute weekly and monthly CRM performance reports.

. Track campaign metrics including deliveries, opens, clicks, conversions and revenue.

. Maintain CRM dashboards and trackers.

. Support analysis of customer behaviour and campaign performance.

. Assist in preparing management presentations and reports.

Omnichannel Promotions & Offer Management-

. Support the setup and execution of CRM-led promotions and offers.

. Coordinate with Retail, E-commerce, Finance, IT and CRM partners to ensure correct offer implementation.

. Assist with campaign testing and validation.

. Monitor offer redemptions and maintain campaign trackers.

. Prepare post-campaign reports and performance summaries.