Head of Customer Relationship Management

Position Title- Head of CRM

Industry Premium Retail / Jewellery/Ecommerce

Experience 5 10 Years

Compensation 10 20 LPA (negotiable for exceptional candidates)

Key Responsibilities

CRM Strategy & Salesforce Operations

Own and manage the Salesforce CRM platform end-to-end configuration, data hygiene, workflow

automation, and reporting

Design and implement customer segmentation strategies based on purchase history, preferences,

demographics, and engagement patterns

Build and maintain a 360-degree customer view to drive personalised communication and offers

Develop CRM dashboards and analytics to track campaign performance, customer lifetime value (CLV), and churn metrics

Ensure data integrity and compliance across all customer touchpoints

Creative Campaigns & Customer Engagement

Conceptualise and execute innovative CRM campaigns (email, SMS, WhatsApp, push notifications) to drive footfall and online conversions

Design loyalty programmes, referral initiatives, and re-engagement campaigns tailored to the premium jewellery buyer

Collaborate with the marketing team on creative communication strategies that align with the brand's premium positioning

Lead A/B testing and optimisation of campaigns to maximise open rates, click-throughs, and

conversions

Data Analytics & Online Intelligence

Perform online data scraping and competitive intelligence gathering from platforms such as Amazon, Flipkart, and other e-commerce channels to identify target audience segments, emerging trends, and competitor strategies

Analyse customer purchasing behaviour, preferences (e.g., saree affinity segments, occasion-based buying), and market trends to inform product and marketing decisions

Build targeted customer buckets and micro-segments for precision marketing

Leverage analytical tools to identify high-value prospects and dormant customers for re-activation

Team Management & Stakeholder Coordination

Lead, mentor, and develop a team of CRM executives, data operators, and customer response

personnel

Coordinate with store teams, marketing, and the Managing Director's office to align CRM strategies

with business objectives

Present CRM insights and recommendations to senior leadership with clear, data-backed narratives