Chief Customer Engagement Officer

1 day ago

Mumbai, Maharashtra, India beBeeStrategist Full time ₹ 1,04,000 - ₹ 1,30,878

Job Overview

We are seeking a strategic, insight-driven professional to shape customer engagement and retention strategies.

This role focuses on connecting store-level and user data to actionable business decisions, guiding program evolution, and ensuring communications align with a bold, customer-first brand voice.

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Key Responsibilities:

  • Shape and own the loyalty and CRM strategy, ensuring alignment with customer needs and market opportunities.
  • Develop and implement targeted campaigns (e.g., email, push notifications, in-app messages, SMS) for customer onboarding, retention, re-engagement, and win-back, aligned with marketing objectives and promotional calendars.
  • Utilize customer data to create highly granular segments based on order history, preferences, behavior, demographics, and app usage patterns to deliver personalized experiences.
  • Monitor, analyze, and report on campaign performance, customer churn rates, lifetime value (LTV), and engagement metrics, providing actionable insights for continuous improvement.

Loyalty Program Leadership

  • Lead the evolution of the loyalty program to deepen engagement and repeat transactions.
  • Develop and execute campaigns and initiatives specifically aimed at increasing member engagement, activity, and satisfaction (e.g., tier-based benefits, bonus point events, exclusive offers).
  • Design and manage the rewards catalog, point accrual rules, and redemption processes, ensuring a compelling and desirable value proposition for members.
  • Collaborate with digital, operations, and product teams to integrate loyalty benefits seamlessly into the customer journey.
  • Stay updated on regional ecosystems to benchmark and innovate.

Required Skills & Qualifications

  • Bachelor's degree in marketing, business, data analytics, or related field.
  • 4–6 years of hands-on experience in CRM, loyalty marketing, or customer lifecycle management.
  • Proficiency in analytics tools (e.g., Google Analytics, SQL) and CRM platforms (e.g., Clevertap, Salesforce, Braze).
  • Demonstrated ability to translate data into strategy.
  • Strong project management skills; ability to juggle multiple campaigns and stakeholders.

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