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Company Name : Al Futtaim Group

Training, Data & Onboarding Specialist

bayt.com

Job Description

The Data & CRM Specialist would work closely with various departments on cross functional projects with various teams like IT, Brand operations & marketing team, customer service and third-party vendors, including the senior management, to maintain customer-centricity with a focus on activities that maintain and improve loyalty amongst customers such as training and onboarding of new partners and troubleshooting and problem solving.

 

CRM and Loyalty Integration:

  • Working with the CRM manager to plan and implement CRM strategies across Retail to encourage customer retention and loyalty.
  • Work on the CRM platform structure and architecture & ensure it works seamlessly across brands and captures all required information at key touch points in the customer life cycle.
  • Work with the Analytics, EIT and vendors to design, solution and deploy retail-wide Loyalty program.
  • Align with the Digital Retail Team for any e-com websites integration with the CRM system.
  • Working with external partners to integrate with Blue (AFG & Non-AFG).
  • Working with Rpro team to integrate new stores with all vendors (front-end and backend) and making sure transactions/data is flowing smoothly.
  • Working with Rpro team to close stores with all vendors (front-end and backend).
  •  

Loyalty Operations & Customer Service:

  • Design, implement & publish incentive program on all CRM & Loyalty projects to drive data capture in stores.
  • Working with Capillary to setup loyalty promotions at the backend.
  • Making sure brand teams setup promotions in the POS for smooth operations in store.
  • Be one point of contact to handle and resolve all operations, technical and customer issues on the retail-wide loyalty program (Brand and Retail Loyalty).
  • Escalation point for any customer issues raised by customer service team on the loyalty program (Brand and Retail Loyalty).
  • Working with Cap, QC, ET and Rpro team to resolving any customer issues, app issues, integration issues, customer data etc.
  • Investigate and approve any goodwill cashback raised by customer service team.
  •  

Blue App:

  • Work with product and IT teams on the App development from the business side.
  • Perform SIT & UAT and provide feedback.
  • Onboarding on new brands and partners on the Blue Appe.

 

Reporting:

  • Maintain and publish regular MIS on store data capture reports to all key stakeholders.
  • Publish cashier reports to drive data capture in stores.
  • Provide ad-hoc reports as per business requirements to share with various brands and geographies to keep the CRM & Loyalty projects on track and identify necessary course correction as and when required.
  • Monitor and check fraud or possible fraud cases along-with CRM vendor and EIT and create action plan to mitigate the same.
  •  

Training:

  • Prepare and publish loyalty program training documents to all the brand stakeholders.
  • Successfully drive and complete loyalty program train the trainer session with all the brand stakeholders (AFG & Non-AFG).
  • Add training in iGRow and publish it to all store team to complete it.
  • Support brand and store teams with data capture training or training documents when required.

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