Head Customer Experience

About the Role:

We are seeking a strategic and customer-obsessed Head of CRM & Customer Experience to lead the brands customer engagement journey across all touchpoints online and offline. This role will be pivotal in creating a seamless omnichannel experience, ensuring that every customer interaction reflects our brands warmth, trust, and luxury. You will drive data-led personalization and experience design that strengthen long-term relationships and enhance lifetime value.

Key Responsibilities:

1. CRM Strategy & Execution

• Develop and lead the overall CRM strategy to drive engagement, retention, and repeat sales across retail and digital channels.
• Design and execute targeted communication journeys (through all channels of email, Lime chats, app notifications) based on customer behaviour, preferences, and lifecycle stages.
• Integrate the digital and retail store leads by targeting marketing communication through data segmentation and analytics to personalize offers, product recommendations, and experiences.

2. Omnichannel Customer Experience

• Build a unified view of the customer across online and offline channels.
• Create seamless integration between store & online leads for a consistent and seamless brand experience.
• Partner with internal teams like marketing, operations, and retail teams to implement systems that support omnichannel

3. Customer Insights & Data Analytics

• Analyse customer data and buying behaviour to generate actionable insights for business and marketing teams.
• Monitor key CRM KPIs such as retention, repeat purchase, NPS, customer lifetime value (CLV), and churn.
• Drive data enrichment initiatives to improve CRM database quality and segmentation depth.

Requirements:

• Bachelor’s/Master’s degree in Marketing, Business, or related field.
• 8–12 years of experience in CRM, Customer Experience, preferably in luxury, retail, or e-commerce sectors.
• Strong understanding of omnichannel ecosystems and customer journey mapping.
• Experience with CRM platforms and data analytics tools.
• Strategic thinker with strong analytical, communication, and leadership skills.
• Passionate about customer satisfaction an brand storytelling.