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Job Description

Job Title:

Chief Manager - CRM & Loyalty (Apparel Retail Brand)

Experience:

12-15 years in consumer-driven loyalty marketing

Location:

Gurgaon

Salary:

Negotiable

Industry:

Retail/ Apparel/ Fashion

The Chief Manager CRM & Loyalty will lead the customer relationship management strategy for an apparel retail brand in India, focusing on enhancing customer loyalty and driving revenue growth. The ideal candidate will bring 12 years of experience in consumer-driven loyalty marketing, with a proven ability to design and execute data-led CRM initiatives that deepen customer engagement and deliver measurable business impact.

Key Deliverables (Essential functions & Responsibilities of the Job): CRM and Loyalty

• Responsible for leading the customer loyalty program for the organization.
• Augment the Loyalty program by studying the effectiveness of all elements, benchmarking key brands across the world, and coming up with out-of-the-box ideas.
• Drive Loyalty enrollment & retention by creating focused efforts to build communication strategies for Loyalty customers and enhancing the loyalty program.
• Design and develop Marketing campaigns that are data-driven and segment-focused with accountability for the effectiveness of the campaigns - focused on retaining customers, increasing customer purchase frequency to boost revenue at a healthy ROI.
• Campaign Planning (with close coordination with Buying & Merchandising and Retail) based on Business requirements and Customer Data analytics.
• Manage program performance and customer behavior through customer segmentation, program, and campaign level impact (return on investment and profitability).
• Annual & monthly budget planning.
• Own the Omni-channel strategy, tactics, and delivery of the communication plan using various media channels.
• Manage & enhance the CRM Omni-channel marketing setup, Data Mart, and SVOC by coordinating with internal & external stakeholders.

Customer Life Cycle Management

• Enhance the CLM program by modifying automated journeys, adding new triggers and communication channels, and developing Machine Learning models. Monitor the efficacy of all CLM offers and evaluate ROI.
• Conceptualize and automate CLM rules based on Micro Segmentation of customer purchase behavior.

Customer Insight and Data Analytics

• Uncover business insights based on Customer Purchase patterns, identifying different problem areas and conceptualizing different programs to address them (Low frequency, New to repeat, Lapse and Dormant program, Fencing High Value and High Frequency Customers).
• Provide business-level insights beyond the CRM function to inform organizational strategy. Lead cross-functional projects using advanced data modeling and analysis techniques to discover insights that will guide strategic decisions and uncover optimization opportunities.
• Business Analysis at BU Level/store level to address specific issues and develop a strategy to increase active base and loyalty base sale.
• In-depth analysis and ROI calculation for all CRM activities.
• Lead the development of data models, reporting systems, data automation systems, dashboards, and performance metrics support that facilitate key business decisions.
• Conceptualize consumer research internally and externally to uncover the core consumer motivations behind the data points.

Creative Development

• Develop engaging content related to loyalty by working with internal and external creative teams.
• Design Creative A/B tests to optimize communication.
• Coordinate to ensure timely delivery and execution of the creatives made.

Team Management

• Manage the performance of the team set annual performance goals, monitor performance, and provide constructive feedback to improve performance.
• Identify training and development needs and ensure fulfillment.
• Develop and mentor the team to move to the next higher level of job through career planning and develop a development chart.
• Ensure compliance with Company policies and values.

Please mail an updated resume with current salary to:

• Email:
• Contact: Satish: 88O2749743

Website:

Key Skills:

• Chief Manager CRM
• Loyalty Program Management
• Omnichannel CRM
• Data-Led Marketing
• Customer Relationship Marketing
• Loyalty Program Design
• Customer Data Analytics
• CRM

Posted on: 9th Jul, 2025

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