• Define and specify ongoing and ad hoc development projects to meet commercial objectives• Project manage development process, coordinating third parties (developers and platforms) in delivery of projects.• Undertake product testing and quality assurance on projects• Maintain and improve system status reporting ensuring as little downtime as possible• Be responsible for CRO strategy, suggesting, implementing and evaluating tests• Support the marketing manager maintaining and updating the websites• Ensure that the right segments get the right email campaigns at the right time• Contribute ideas for creative campaigns• Increase automation of campaign sends• Optimize campaigns, including A/B testing• Analyze results and report on campaigns• Use Google Analytics to monitor web traffic, including unique events, referrals, site landing and exit pages, e-commerce and goal completions• Ensure that daily/weekly sales and marketing reports are completed and distributed, automating as much as possible• Accurately manipulate, interrogate and segment customer data across multiple systems• Act as the company’s data protection officer• Manage the relationship with our fulfillment house• Ensure appropriate levels of stock• Manage pricing and marketing to achieve commercial objectives• Report regularly on customer acquisition, P&L and other metrics as required• Order Fulfillment end to end, Product entry end to end• Fulfillments Department, Product Entry Department, and CRM Department are viewed under this Umbrella.

• Take the lead in designing and implementing loyalty and rewards program, with a focus on delivering customer 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 customer behavior) and develop user experience analytics and business performance metrics associated with the program.• Live Loyalty Program on all the Sites of Cinepax with end to end training. • Develop and execute long-term strategic growth plans for the program.• Prepare and launch program upgrades, both creative and rewards-driven.• Work with chosen vendors to ensure program mechanics are best-in-class (i.e. mobile app integration, portal user interface, etc.)

- Defines the Customer Care Strategy for the Organization and Manages the Service Standards - Adherence, Issue Handling process & Voice of customer dissemination and usage for the organization. - Defines & Manages the Loyalty Program for the Organization- Manages Outbound & Inbound Call Center.- Customer Care Strategy for the organization- Loyalty Program Development & Evolution basis Customer needs, TGM inputs & Market Trends- Manage Loyalty Program basis SOP & Sales Development plans- Define service standards for the organization basis customer expectations, competition benchmarking & internal capabilities- Define the Customer Issue Handling process for the organization basis best practices & internal capabilities and managing the process- Setting up & managing the entire process of capturing all customer voices from various sources and converting them into structured meaningful business inputs.- Running Call Center operations on a daily basis & as per Tele-calling plans submitted by TGM, Marketing & Life cycle Management teams- Ensuring Tele-calling optimization basis ROI modeling on various tele-calling campaign.- Managing the BI infrastructure of the company.- Initiating, designing and developing automated reporting solutions to enable stakeholders to manage the business and make effective decisions.- Working cross-functionally with technical, product and sales teams on the day-to-day execution of analytics, projects and initiatives.

• Deep dive analysis of transactional data using Advance analytical tools• Daily/Weekly/Monthly activity Reports (Offer Management).• Analytical Support to all Head Office.• Custodian of Data Ware house in Buying Department at Head Office.• Develop and implement programs for OM Team for best negotiations with supplier

• Deep dive analysis of transactional data using Advance analytical tools.• Daily/Weekly/Monthly activity Reports (Store Field Operation).• Kpi’s reporting (Customer Manager/Tele Marketing). • Office administration• Liaison with “Office Specialist” regarding Quotations.• Liaison with Head Office Field Operation.• Custodian of Data Ware house in Field Operation at Store• Analytical Support to all Staff members in Field Ops• Notice board monitoring and display of reports. Liaison with Decoration Department.• Supervision of Sales Support Team. This includes there scheduling and resource

• Daily/Weekly/Monthly activity Reports (Acquisition).• Custodian of Data collection/Entry.• Supervision of Call Center & Data Entry Team. This includes there scheduling and resource allocation for customers

• Weekly meeting with the Team for improvement in Call handling skills.• Listen live calls and observe the calls.• Scheduling and resource allocation for Agents.• Direct coordination with Back Office for Customer’s complaining resolution