Role & responsibilities -

1. Loyalty Program Strategy & Scale

- Build and scale a customer loyalty program (earn, burn, tiers, benefits) aligned to business economics
- Define value proposition, rewards architecture, and lifecycle triggers
- Drive program adoption, engagement, and incremental revenue lift
- Continuously optimize program economics (burn vs margin vs retention)

(Industry roles emphasize loyalty program ownership and growth responsibility )

2. Customer Segmentation & Lifecycle Management

- Own advanced segmentation frameworks:
- RFM (Recency, Frequency, Monetary)
- Behavioral & cohort-based segmentation
- Micro-segmentation for personalization

- Design and manage end-to-end customer journeys:

- Acquisition Onboarding Engagement Retention Reactivation

- Build automated lifecycle programs (CLM) with triggers & journeys

(Segmentation and lifecycle strategy are core to CRM performance and targeting )

3. Data, Analytics & Insights (Core to Role)

- Own deep data analysis across customer cohorts and campaigns
- Build dashboards for:
- Retention & repeat rate
- Customer Lifetime Value (CLTV)
- Cohort performance
- Campaign ROI

- Translate data into explicit, actionable growth insights

(CRM roles require strong analytics to interpret behavior and drive decisions )

4. Campaign Management & Personalization





- Plan and execute multi-channel CRM campaigns (Email, WhatsApp, Push, SMS)
- Drive hyper-personalization using segmentation & behavior signals
- Own campaign calendar across:
- Promotions
- Lifecycle triggers
- Loyalty nudges

- Continuously A/B test messaging, timing, and offers

5. ROI, Revenue & Business Impact Ownership

- Own incremental revenue from CRM initiatives
- Track and optimize:
- Campaign ROI
- Cost per retention / repeat purchase
- Contribution to topline

- Build business cases for CRM investments & loyalty programs

(Roles increasingly measure CRM success via ROI and profitability )

6. CRM Tech Stack & Data Infrastructure

- Own CRM platform (e.g., Salesforce / Clevertap / MoEngage / HubSpot)
- Ensure:
- Clean, structured customer data
- Data pipelines and integration with CDP / data warehouse

- Drive automation, personalization engines, and reporting layers

(CRM roles include system management, data quality, and automation )

7. Cross-Functional Leadership

- Partner with:
- Marketing (campaigns & creatives)
- Product (journeys & triggers)
- Data (analytics & modeling)
- Sales / Retail (customer insights)

Interested candidates please share your resume on [email protected]

📌 Crm Manager (Mumbai)
🏢 Praxis Home Retail
📍 Mumbai