Head- CRM and branding

The Head of CRM & Branding will be responsible for driving customer engagement, loyalty, and brand equity for the organization. This role will lead strategies to maximize customer lifetime value, ensure consistent brand positioning across all channels, and act as the brand custodian of the company.

Key responsibilities:

CUSTOMER RELATIONSHIP MANAGEMENT:

·        Design and execute data-driven CRM strategies to engage, nurture, and convert the existing customer base.

·        Drive minimum 1% conversion (i.e., at least 83 units annually) from the existing customer base through referral campaigns, upselling, and cross-selling.

·        Develop lifecycle communication (email, WhatsApp, SMS, call campaigns) for different customer cohorts.

·        Set up loyalty and referral programs and monitor performance against KPIs.

·        Maintain and improve the quality of the customer database; ensure data privacy compliance.

·        Coordinate with Sales and Customer Care to ensure seamless customer experience and feedback loops.

BRANDING:

·        Act as the Brand Custodian, ensuring consistent messaging, tone, visual identity, and positioning across platforms.

·        Plan and execute integrated brand campaigns (ATL, BTL, digital) to enhance brand visibility and trust.

·        Manage external agencies (creative, digital, PR, media) and ensure timely delivery and quality output.

·        Conduct brand audits and competitor benchmarking periodically.

·        Measure brand health metrics (awareness, recall, engagement, perception).

·        Own the brand calendar – launch events, milestone celebrations, festivals, partnerships, etc.

·        Collaborate with project teams to ensure site branding and customer experience is aligned with the brand promise.