Position: Lead – CRM & Customer Experience
About the Role:
We are seeking a strategic and customer-obsessed Head of CRM & Customer Experience to lead the brand's customer engagement journey across all touchpoints — online and offline. This role will be pivotal in creating a seamless omnichannel experience, ensuring that every customer interaction reflects our brand's warmth, trust, and luxury. You will drive data-led personalization and experience design that strengthen long-term relationships and enhance lifetime value.
Key Responsibilities:
1. CRM Strategy & Execution
- Develop and lead the overall CRM strategy to drive engagement, retention, and repeat sales across retail and digital channels.
- Design and execute targeted communication journeys (through all channels of email, Lime chats, app notifications) based on customer behaviour, preferences, and lifecycle stages.
- Integrate the digital and retail store leads by targeting marketing communication through data segmentation and analytics to personalize offers, product recommendations, and experiences.
2. Omnichannel Customer Experience
- Build a unified view of the customer across online and offline channels.
- Create seamless integration between store & online leads for a consistent and seamless brand experience.
- Partner with internal teams like marketing, operations, and retail teams to implement systems that support omnichannel
3. Customer Insights & Data Analytics
- Analyse customer data and buying behaviour to generate actionable insights for business and marketing teams.
- Monitor key CRM KPIs such as retention, repeat purchase, NPS, customer lifetime value (CLV), and churn.
- Drive data enrichment initiatives to improve CRM database quality and segmentation depth.
Requirements:
- Bachelor's/Master's degree in Marketing, Business, or related field.
- 8–12 years of experience in CRM, Customer Experience, preferably in luxury, retail, or e-commerce sectors.
- Strong understanding of omnichannel ecosystems and customer journey mapping.
- Experience with CRM platforms and data analytics tools.
- Strategic thinker with strong analytical, communication, and leadership skills.
- Passionate about customer satisfaction and brand storytelling.
