Role Overview :
Responsible for designing and executing customer lifecycle strategies at a brand and category level, with a focus on acquisition, retention, loyalty, and conversion. You will drive customer engagement and business growth across both Luxe and non-Luxe brands. This role requires strong analytical skills, cross-functional collaboration, and the ability to translate customer insights into measurable outcomes.
Key Responsibilities :
CLM Strategy & Execution
- Design and implement brand/category-level CLM plans leveraging Sampling, GWP (Gift with Purchase), and Try & Buy initiatives to boost acquisition, retention, and loyalty.
- Develop and scale end-to-end Sampling SOPs ensuring streamlined distribution, tracking, and conversion for both Luxe and non-Luxe brands.
- Partner with brand teams to build customer journeys across touchpoints, ensuring a personalized and consistent experience.
- Identify and activate growth levers using customer segmentation, cohort analysis, and lifecycle triggers.
Reporting & Analysis
- Measure and optimise sampling performance to improve conversion rates, repeat purchases, and CLTV (Customer Lifetime Value).
- Drive actionable insights using sampling conversion data, cohorting, and retargeting intelligence.
- Track and report on campaign ROI, highlighting opportunities for better targeting and scaling.
- Contribute to driving Marketing Income by showcasing the value of CLM-led programs to partner brands.
Stakeholder Management
- Work closely with Brand Managers, Key Account Managers, Marketing, Analytics, Site & Product teams to align CLM initiatives with overall business priorities.
- Act as a key liaison between internal stakeholders and external brand partners to co-create impactful CLM strategies.
- Ensure timely execution and monitoring of all CLM initiatives by coordinating across functions.
Process Excellence & Innovation
- Continuously improve processes around sampling and customer lifecycle campaigns to ensure efficiency and scalability.
- Stay updated with industry best practices in lifecycle marketing, customer engagement, and loyalty management.
- Experiment with new models of customer engagement (e.g., gamified experiences, targeted loyalty mechanics) to drive innovation
Qualification, Experience & Skills Required:
- 14 years of experience in Customer Lifecycle Management, CRM, Retention Marketing, or Brand Marketing.
- Strong knowledge of sampling mechanics, loyalty programs, and acquisition funnels.
- Analytical mindset with proficiency in Excel/SQL/Tableau/Google Analytics or similar tools.
- Ability to work with large datasets and derive actionable insights.
- Excellent stakeholder management, project management, and communication skills.
- Exposure to e-commerce, retail, or beauty/fashion industries preferred.
