Chief Manager - CRM & Loyalty (Apparel Retail Brand)

Glan Management Consultancy; Gurugram District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

A leading consultancy firm is looking for a Chief Manager - CRM & Loyalty for an apparel retail brand in Gurgaon. The ideal candidate will have over 12 years of experience in consumer-driven loyalty marketing, leading CRM strategies, and enhancing customer loyalty. Responsibilities include developing marketing campaigns, managing customer segmentation, and improving data analytics. Exceptional skills in loyalty program management and data-led marketing are essential for this role.

Qualifications

• 12+ years of experience in consumer-driven loyalty marketing.
• Proven ability to design and execute data-led CRM initiatives.
• Experience with customer segmentation and analytics.
• Develop data-driven, segment-focused marketing campaigns with ROI accountability.
• Oversee omni-channel communications and budget planning with cross-functional teams.
• Advance CLM with automated journeys, triggers and machine learning-driven insights.

Responsibilities

• Lead the customer loyalty program for the organization.
• Drive loyalty enrollment and retention through focused communication strategies.
• Manage and enhance the CRM Omni-channel marketing setup.
• Design data-driven marketing campaigns focused on retention and revenue.
• Plan campaigns with Buying & Merchandising and Retail.
• Manage program performance and customer behavior analysis.
• Oversee budget planning and omni-channel communication delivery.
• Lead data modeling, dashboards and ROI measurement.

Skills

Chief Manager CRM

Loyalty Program Management

Omnichannel CRM

Data-Led Marketing

Customer Relationship Marketing

Loyalty Program Design

Customer Data Analytics

Team Leadership

Job description

Share Job :# Chief Manager - CRM & Loyalty (Apparel Retail Brand) **Company:** Glan Management Consultancy **Location:** Gurgaon **Experience:** 12-15 year **Salary:** 0 **Employment Type:****Job Description:****Job Title**: Chief Manager - CRM & Loyalty (Apparel Retail Brand)**Experience**: 12-15 years in consumer-driven loyalty marketing **Location**: Gurgaon **Salary**: Negotiable **Industry**: Retail/ Apparel/ Fashion The Chief Manager – CRM &Loyalty will lead the customer relationship management strategy for apparelretail brand in India, with a strong focus on enhancing customer loyalty anddriving revenue growth. The ideal candidate will bring 12+ years of experiencein consumer-driven loyalty marketing, with a proven ability to design andexecute data-led CRM initiatives that deepen customer engagement and delivermeasurable business impact. **Key Deliverables *(Essentialfunctions & Responsibilities of the Job)*:** **CRM and Loyalty**· Responsible for leading the customerloyalty program for the organization.· Augment the Loyalty program bystudying effectiveness of all elements, benchmarking key brands across theworld and coming up with out of the box ideas.· Drive Loyalty enrolment & retentionby creating focused efforts to build communication strategies for Loyaltycustomers and enhancing the loyalty program.· Design and develop Marketingcampaigns that are data-driven and segment-focused with accountability for theeffectiveness of the campaigns - focused on retaining customers, increasingcustomer purchase frequency to boost revenue at a healthy ROI· Campaign Planning (with closecoordination with Buying & Merchandising and Retail) on the basis ofBusiness requirement and Customer Data analytics· Manage program performance andcustomer behavior through customer segmentation, program and campaign levelimpact (return on investment and profitability)· Annual & monthly budget planning· Own the Omni-channel strategy,tactics and delivery of communication plan using various media channels· Manage & enhance the CRMOmni-channel marketing set-up, Data Mart and SVOC by co-ordination withinternal & external stakeholders**Customer Life Cycle Management**· Enhance CLM program by modifyingautomated journeys, adding new triggers and communication channels anddeveloping Machine Learning models. Monitor efficacy of all CLM offers andevaluate ROI· Conceptualize and atomization of CLMrules on the basis of Micro Segmentation of customer purchase behavior.**Customer Insight and DataAnalytics**· Uncover business insights on thebasis of Customer Purchase pattern, identifying different problem areas andconceptualizing different programs to address it. (Low frequency, New torepeat, Lapse and Dormant program, Fencing High Value and High FrequencyCustomers).· Provide business level insightsbeyond the CRM function to inform organizational strategy. Leadcross-functional projects using advanced data modeling and analysis techniquesto discover insights that will guide strategic decisions and uncoveroptimization opportunities.· Business Analysis at BU Level/storelevel to address specific issues and develop strategy to increase active baseand loyalty base sale· In depth analysis and ROIcalculation for all CRM activities· Lead the development of data models,reporting systems, data automation systems, dashboards and performance metricssupport that support key business decisions.· Conceptualize consumer researchinternally and externally to uncover the core consumer motivations behind thedata points.**Creative Development**· Develop engaging content related toloyalty by working with internal and external creative teams· Design Creative A/B tests tooptimize communication· Coordinate to ensure timely deliveryand execution of the creatives made**Team Management**· Manage the performance of the team –set annual performance goals, monitor performance and provide constructivefeedback to improve performance.· Identify their training anddevelopment needs and ensure their fulfilment· Develop and mentor team to move tothe next higher level of job through career planning and develop a developmentchart· Ensure compliance to Companypolicies and values. mail updated resume with current salary-email: [e-mail]: 88O2749743 website: www.glansolutions.com**Key Skill:** Chief Manager CRM, Loyalty Program Management, Omnichannel CRM, Data-Led Marketing, Customer Relationship Marketing, Loyalty Program Design, Customer Data Analytics, CRM**Posted on:**9th Jul, 2025### Apply for Chief Manager - CRM & Loyalty (Apparel Retail Brand)