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Head of CRM

Laundryheap Limited

8 - 12 years

16 - 20 Lacs

Bengaluru

Posted:2 days ago| Platform:

Apply

Skills Required

customer segmentation Data analysis Customer retention Stakeholder management Retention strategies Product marketing CRM Salesforce Testing marketing automation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Laundryheap is a global on-demand laundry and dry cleaning service operating across 14+ markets, including the UK, the US, and the Middle East. We are a fast-growing, tech-led scale-up focused on excellent customer experience. Our mission: Make laundry effortless, reliable, and accessible for both consumers and businesses.

Role Overview

As Head of CRM, you will lead our efforts to boost customer lifetime value (CLV), reduce churn, and enhance loyalty across our India operations. Youll develop and implement data-driven retention strategies, manage retention campaigns and team, and collaborate across product, marketing, and analytics functions reporting directly to senior leadership.

Key Responsibilities

Retention Strategy & Analysis:
Define and implement customer retention strategies using CRM tools, predictive insights, and segmentation.
Team Leadership & Execution:
Build and manage a team of retention specialists to design and execute personalised customer journeys and campaigns.

Performance Monitoring:
Track key metrics such as repeat purchase rates, CLV, churn rates, and use A/B testing to optimise performance.

Cross-Functional Collaboration:
Work closely with Product, Marketing, Analytics and Operations to embed retention mechanisms in the entire customer lifecycle.

Reporting & Insights:
Provide leadership with timely data-driven insights, opportunities, and recommendations to continuously improve retention outcomes.

Required Skills & Experience

8 12 years in retention, CRM, or growth roles preferably in D2C/B2C environment.
Strong analytical skills, with experience in segmentation, testing, and CRM technology.
Proven track record of improving retention metrics and driving customer loyalty.
Excellent leadership, communication, and stakeholder management abilities.

Core competencies

Customer Retention Strategy
Customer Lifetime Value (CLV)
Churn Prevention / Churn Reduction
CRM Platforms (e.g., Salesforce, HubSpot, CleverTap)
Predictive Analytics
Customer Segmentation
A/B Testing / Campaign Optimisation
Data Analysis & Reporting
Marketing Automation
Retention Funnel
Dunning & Win back Campaigns

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Laundryheap Limited

Consumer Services

London Andover

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Head of CRM