Role: AVP- Customer Relationship Management and Analytics
Experience:15-18 Years
To provide a clear, strategic vision and a plan for bringing actionable & cutting-edge solutions to the brand. This position will be responsible for end-to-end management of the First Citizen Program at Shoppers Stop Ltd., ensuring profitability and delivery of program objectives.
- Shape ambitious marketing objectives by driving continual revenue growth from the customer database through data-driven marketing and loyalty initiatives.
- Develop and oversee the implementation of CRM strategy and customer lifecycle programs to maximize engagement, satisfaction, tenure, traffic, and revenue.
- Lead strategy, development, and execution of loyalty marketing and CRM initiatives to optimize acquisition, retention, win-back, personalization, and promotional strategies.
- Oversee loyalty campaigns including offer management, member segmentation, behaviour-based and triggered messaging, and performance analysis.
- Analyse customer data, define actionable segments, and create targeted lifecycle engagement campaigns.




- Use data-backed measurement and analysis to test, refine, and scale campaigns.
- Partner with digital teams to develop engaging communication across social networks, email, and app channels.
- Integrate loyalty seamlessly into the overall marketing and activation calendar.
- Identify enhancements to consumer touchpoints (web, app, in-store) and collaborate with Digital/IT teams on ROI-driven feature implementation.
- Monitor competitor CRM and loyalty programs, adopting best practices to improve program performance.
- Partner with Training and Operations to ensure executional excellence at the team member level.

Top KPI’s (Ideally Measurable) for this role are
- Customer Retention Rate – % increase in repeat customers year-on-year.
- Customer Lifetime Value (CLV) – measurable growth in average CLV across segments.
- Program Profitability – net contribution margin of the First Citizen

📌 Head of Customer Relationship Management (Mumbai)
🏢 Shoppers Stop
📍 Mumbai