To drive customer engagement, retention, and lifetime value by managing CRM strategies, customer data, and loyalty initiatives across FMCG channels (GT, MT, E-commerce).

Key Responsibilities

CRM Strategy & Execution

Develop and execute CRM strategies aligned with brand and sales objectives
Design customer segmentation based on purchase behavior, frequency, and value
Manage end-to-end CRM campaigns (SMS, WhatsApp, Email, App, Loyalty programs)

Customer Data & Insights

Own and manage customer databases ensuring data accuracy and compliance
Analyze customer behavior, repeat purchase trends, and churn indicators
Generate actionable insights to support sales promotions and product launches

Loyalty & Retention Programs

Design and manage loyalty programs for consumers, retailers, or distributors
Track program performance and continuously optimize engagement mechanics
Coordinate reward structures, redemptions, and partner vendors

Cross-Functional Collaboration

Work closely with Sales, Trade Marketing, Digital, IT, and Agency partners
Support GT/MT activations using CRM insights
Align CRM campaigns with ATL/BTL marketing initiatives

Reporting & Performance Tracking

Monitor CRM KPIs: retention rate, repeat purchase, campaign ROI, CLV
Prepare dashboards and reports for management reviews
Recommend improvements based on data-driven insights

Key Skills & Competencies

Strong understanding of FMCG business models and consumer behavior
Hands-on experience with CRM tools (Salesforce, SAP CRM, Zoho, MS Dynamics, etc.)
Proficiency in Excel, dashboards, and basic data analytics
Campaign management and customer communication experience
Strong coordination, analytical, and problem-solving skills

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