Role Purpose: To lead and drive customer lifecycle management by leveraging data, insights, and engagement programs to enhance customer experience, retention, and lifetime value across all touchpoints.
Key Responsibilities
Customer Data Management & Governance
- Own end-to-end customer data strategy across stores and platforms
- Ensure accurate and consistent data capture at all customer touchpoints
- Drive data hygiene, enrichment, and compliance with data privacy norms
- Work closely with IT/POS teams to strengthen CRM systems and integrations/functioning
Customer Segmentation & Insights
- Develop robust customer segmentation frameworks
- Analyze customer behaviour and purchase patterns
- Generate actionable insights for business decisions
- Build dashboards for tracking customer KPIs
Customer Communication & Outreach
- Lead customer connect programs via tele-calling, WhatsApp, SMS, and email
- Design personalized communication journeys across customer touchpoints
- Ensure consistency in customer communication
Customer Feedback & Experience Management
- Define SLA, Escalation matrix and Establish closed-loop feedback system
- Capture and analyze customer feedback
- Identify service gaps and implement improvements
Customer Engagement & Loyalty Programs
- Execute engagement initiatives across stores
- Drive footfall and repeat visits
- Launch, manage, and enhance loyalty programs
Cross-Functional Collaboration
- Collaborate with Marketing, Retail, and Merchandising teams
- Align CRM initiatives with business priorities and the Annual/monthly Calendar
- Enable store teams with CRM tools and frameworks
Team Leadership
- Lead the CRM team and store CRM coordinators
- Train staff on CRM usage and customer engagement
- Monitor team performance and KPIs
Key KPIs
- Customer database growth
- Repeat purchase rate
- Customer Lifetime Value
- Campaign ROI
- Engagement metrics
- NPS / Customer satisfaction
Desired Candidate Profile
- 8–12+ years in CRM or retail marketing
- Experience in retail/jewellery preferred
- Strong analytical and leadership skills
This Job is only for the Bhubaneswar Corporate Office
Only Immediate Joiners Preferred.
