GM - MarTech

Job Title: Head of Growth & Martech

Location: Gurgaon

Exp: 12-15 Years

Role Purpose

The Head of Growth & Martech will own and scale the end-to-end customer growth ecosystem, spanning data, technology, and activation across both online and offline touchpoints. This role is responsible for building a best-in-class in-house growth, CRM, and martech capability that drives measurable impact across acquisition, engagement, retention, and customer lifetime value.

The role will act as the single point of accountability for customer data, lifecycle marketing, and growth experimentation, partnering closely with business, marketing, and technology teams to unlock sustainable growth.

Key Responsibilities

1. Growth Strategy & Ownership

• Own the complete customer growth charter across acquisition, activation, engagement, retention, CLTV, and churn reduction.
• Define and execute a clear growth roadmap aligned to business priorities and revenue goals.
• Identify high-impact growth levers across channels, cohorts, and customer segments.
• Translate business objectives into scalable growth programs and lifecycle strategies.

2. Martech & Platform Leadership

• Drive adoption and effective utilization of the Salesforce ecosystem including Marketing Cloud, Data Cloud, and Commerce Cloud.
• Own the overall martech architecture, ensuring systems are scalable, future-ready, and aligned with business needs.
• Ensure seamless integration and clean data flow across POS, CRM, CDP, e-commerce platforms, loyalty systems, and analytics tools.
• Partner with IT and vendors to manage integrations, upgrades, and platform enhancements.

3. Customer Data & Analytics Ownership

• Act as the custodian of customer data quality, governance, and usability.
• Ensure accurate identity resolution, segmentation readiness, and data hygiene across systems.
• Define and track key growth KPIs including CAC, repeat rate, retention, CLTV, churn, and engagement metrics.
• Enable actionable insights through dashboards, reporting, and advanced analytics.

4. Lifecycle Marketing & Personalization

• Own the end-to-end lifecycle marketing strategy across email, WhatsApp, SMS, app push, web/app personalization, and offline triggers.
• Design scalable customer journeys that are timely, relevant, and personalized.
• Drive continuous improvement through experimentation, A/B testing, and cohort-based optimization.
• Ensure optimal contact strategy, frequency governance, and customer experience standards.

5. Experimentation & Optimization

• Build a structured experimentation framework covering conversion optimization, messaging, journeys, and offers.
• Oversee A/B and multivariate testing to improve funnel performance and engagement.
• Institutionalize a test-and-learn culture within the growth team.
• Use insights from experiments to influence broader business and marketing decisions.

6. Team Building & Leadership

• Build, mentor, and lead a high-performing in-house Growth & Martech team covering Data, CRM, Automation, and Performance.
• Define clear roles, success metrics, and career paths for team members.
• Foster a culture of ownership, accountability, and data-driven decision-making.
• Drive cross-functional collaboration between growth, marketing, tech, product, and operations teams.

7. Stakeholder & Agency Management

• Partner closely with business leaders, marketing heads, and technology teams to align growth initiatives with enterprise priorities.
• Manage external agencies and partners during the transition from outsourced to in-house ownership.
• Act as a trusted advisor to senior leadership on growth strategy, customer insights, and martech investments.

Success Metrics

• Improvement in customer acquisition efficiency and repeat rates
• Growth in customer lifetime value and reduction in churn
• Uplift in campaign ROI and personalization effectiveness
• Data accuracy, platform stability, and speed of execution
• Strength and maturity of the in-house growth & martech capability

Ideal Candidate Profile

• 12–15 years of experience in Growth, CRM, Martech, or Lifecycle Marketing roles, preferably in retail or e-commerce environments.
• Strong hands-on understanding of Salesforce Marketing Cloud, Data Cloud, and CDP concepts.
• Proven experience in building and scaling in-house growth or CRM teams.
• Deeply data-driven with the ability to connect analytics to business outcomes.
• Strong stakeholder management skills with experience influencing senior leadership.
• Strategic thinker with a strong execution mindset and bias for action.