Key Responsibilities
CRM Strategy & Salesforce Operations
• Own and manage the Salesforce CRM platform end-to-end — configuration, data hygiene, workflow
automation, and reporting
• Design and implement customer segmentation strategies based on purchase history, preferences,
demographics, and engagement patterns
• Build and maintain a 360-degree customer view to drive personalised communication and offers
• Develop CRM dashboards and analytics to track campaign performance, customer lifetime value (CLV), and churn metrics
• Ensure data integrity and compliance across all customer touchpoints
Creative Campaigns & Customer Engagement
• Conceptualise and execute innovative CRM campaigns (email, SMS, WhatsApp, push notifications) to drive footfall and online conversions
• Design loyalty programmes, referral initiatives, and re-engagement campaigns tailored to the premium jewellery buyer
• Collaborate with the marketing team on creative communication strategies that align with the brand’s premium positioning
• Lead A/B testing and optimisation of campaigns to maximise open rates, click-throughs, and
conversions
Data Analytics & Online Intelligence
• Perform online data scraping and competitive intelligence gathering from platforms such as Amazon, Flipkart, and other e-commerce channels to identify target audience segments, emerging trends, and competitor strategies
• Analyse customer purchasing behaviour, preferences (e.g., saree affinity segments, occasion-based buying), and market trends to inform product and marketing decisions
• Build targeted customer buckets and micro-segments for precision marketing
• Leverage analytical tools to identify high-value prospects and dormant customers for re-activation
Team Management & Stakeholder Coordination
• Lead, mentor, and develop a team of CRM executives, data operators, and customer response
personnel
• Coordinate with store teams, marketing, and the Managing Director’s office to align CRM strategies
with business objectives
• Present CRM insights and recommendations to senior leadership with clear, data-backed narratives