Head of Customer Relationship Management

Role: AVP- Customer Relationship Management and Analytics Experience:15-18 Years To provide a clear, strategic vision and a plan for bringing actionable & innovative 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 custo...