Job Description:

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Key Responsibilities

Strategic Leadership
- Develop and execute the organization's customer retention and loyalty roadmap aligned with overall business objectives.
- Drive initiatives to improve customer lifetime value (CLTV), retention rates, repeat purchase behavior, and customer advocacy.
- Establish scalable frameworks for customer engagement, retention, and loyalty across multiple customer segments.

Loyalty Program Management
- Lead the end-to-end strategy, design, implementation, and optimization of loyalty programs across brands.
- Ensure seamless customer experiences through creative rewards, recognition, and engagement mechanisms.
- Continuously evaluate program effectiveness and introduce enhancements to improve participation and retention.

CRM & Customer Engagement
- Define and implement data-driven CRM strategies to increase customer engagement, repeat purchases, and wallet share.
- Oversee the planning, execution, and optimization of personalized customer journeys and lifecycle marketing campaigns.




- Drive customer-centric communication strategies across digital and offline touchpoints.

Analytics & Performance Management
- Leverage customer insights, analytics, and behavioral data to identify opportunities for retention and revenue growth.
- Monitor key performance indicators including Customer Churn Rate, Retention Rate, Repeat Purchase Rate, Customer Lifetime Value (CLTV), and Loyalty Program Performance.
- Present strategic recommendations and performance insights to senior leadership.

Cross-Functional Collaboration
- Partner with Marketing, Sales, Product, Customer Experience, Technology, and Analytics teams to drive integrated customer engagement initiatives.
- Collaborate with CRM technology providers, analytics partners, and external agencies to ensure best-in-class execution and campaign effectiveness.
- Champion a customer-first culture across the organization.

Customer Experience & Escalation Management
- Oversee c

📌 Head Customer service (Mumbai)
🏢 Talent Leads Consultants
📍 Mumbai