Overview
Head of Customer Relationship Management Jobs in Mumbai, Maharashtra, India at Shoppers Stop
Title: Head of Customer Relationship Management
Company: Shoppers Stop
Location: Mumbai, Maharashtra, India
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 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 Program.
- Active Member Engagement – % of loyalty members actively transacting within defined periods.
- Acquisition & Enrollment – growth in new loyalty program sign-ups.
- Win-back Success Rate – % of lapsed customers reactivated through targeted campaigns.
- Campaign ROI – revenue uplift vs. cost of loyalty/CRM campaigns.
- Net Promoter Score (NPS) – improvement in customer advocacy and satisfaction.
Qualifications and Education Requirements
BE – MBA
Preferred competencies & Skills
- Understanding Loyalty platform and Marketing Automation
- High level of data literacy and customer insights.
- P&L accountability
- customer lifecycle management
- Project management certification
Preferred Industry
Retail – Fashion, Ecommerce, Banking, Hospitality and Airlines.
