Head of Customer Relationship Management

1 week ago

Mumbai, Maharashtra, India Tyaani Jewellery by Karan Johar Full time ₹ 15,00,000 - ₹ 30,00,000 per year

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.

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