Job Title

Job Title: CRM HeadLocation: MumbaiIndustry: RetailJob Description: We are looking for an experienced CRM Head to lead our customer relationship management and retention strategies. The ideal candidate will have a deep understanding of CRM tools, data analysis, and strategies for driving customer retention and loyalty. This role is pivotal in enhancing the overall customer journey and maximizing lifetime value for the brand.Key Responsibilities: • Develop and implement CRM strategies aimed at improving customer engagement, retention, and loyalty across all customer touchpoints.• Design and execute retention strategies to improve customer lifetime value and reduce churn, focusing on personalized marketing, segmentation, and lifecycle campaigns.• Utilize CRM tools (such as WebEngage, Clevertap, or similar platforms) to manage customer data, track interactions, and create targeted campaigns.• Analyze customer data to identify trends, behaviors, and opportunities for improving customer satisfaction and driving repeat purchases.• Lead segmentation efforts to deliver personalized communications and offers that resonate with various customer segments.• Oversee the development and execution of multi-channel CRM campaigns, including email, SMS, push notifications, and in-app messaging, ensuring seamless customer experiences.• Collaborate with marketing, sales, and product teams to ensure CRM strategies align with broader business goals and initiatives.• Monitor and optimize CRM KPIs, such as customer retention rates, repeat purchase rates, and customer lifetime value, adjusting strategies as needed to improve performance.• Conduct data-driven analysis of campaign performance, providing insights and recommendations to continuously improve CRM efforts.• Stay updated on CRM best practices, tools, and technologies to ensure the brand is leveraging the latest innovations in customer relationship management.• Manage and mentor the CRM team, ensuring efficient execution of campaigns and strategies.