Job Description:
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 prospects 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