Growth & CRM Lead

Growth & CRM Lead:

Location:

Department:

Reports To:

Role Summary:

We are seeking a sharp, consumer-obsessed Marketing Analytics & CRM Manager who can translate behavioral data into meaningful business actions. This is a strategic role responsible for driving insight-led marketing, owning the CRM function, and building a strong data-backed feedback loop for all key marketing and customer initiatives. The ideal candidate will combine analytical depth with a strong understanding of consumer behavior and business dynamics in a modern retail environment.

Key Responsibilities:

Consumer & Behavioral Analytics:

 Analyze customer cohorts, purchase journeys, and behavioral patterns to uncover growth opportunities.

 Build logic-based hypotheses around customer triggers and translate them into segmentation strategies and marketing interventions.

 Develop behavioral models (e.g., churn, LTV, next-best action) and test them across campaigns.

CRM Leadership:

 Lead end-to-end CRM strategy – from platform management to campaign execution and performance analysis.

 Drive personalized, omni-channel customer journeys (email, SMS, app, WhatsApp) focused on engagement, retention, and reactivation.

 Partner with tech and Martech teams to automate, personalize, and scale CRM efforts.

Marketing & Campaign Analytics:

 Design pre-post, control-test, and incremental sales models to measure marketing campaign efficacy.

 Track KPIs including ROI, AMS uplift, conversion rates, repeat visits, and customer stickiness.

 Derive actionable insights and collaborate with business and category teams to implement them.

Loyalty Program Analytics (My Spencer’s Reward):

 Analyze loyalty program performance, customer lifecycle trends, and redemption behavior.

 Track key metrics like activation rate, incremental sales contribution, and frequency lift.

 Recommend data-backed interventions to increase loyalty-driven revenue.

Strategic Business Insights:

 Work closely with leadership to share synthesized reports, dashboards, and strategic insights that influence business decisions.

 Convert analytical findings into commercial levers – pricing, assortment, targeting, and retention tactics.

Qualifications & Experience:

 6–9 years of experience in consumer analytics, CRM, or data-driven marketing roles; preferably in retail, e-commerce, or FMCG.

 Strong knowledge of SQL, Excel, and analytics/visualization tools (Power BI, Tableau, Google Data Studio).

 Hands-on experience with CRM platforms.

 Solid grounding in consumer psychology, funnel analysis, segmentation, and customer lifecycle management.

 MBA in Marketing/Analytics or relevant domain preferred.

Key Competencies:

 Consumer-first mindset with a knack for deriving behavioral insights.

 Logical thinker who connects analytics to real-world business solutions.

 Strong ownership mindset – able to drive CRM independently.

 Excellent communication skills to present insights and influence stakeholders.

 Curious, agile, and thrives in a data-rich, fast-paced environment.