Head of Customer Experience

Head of Customer Experience

About the Role:

Lead – CRM & Customer Experience

Key Responsibilities

1. CRM Strategy & Execution

• Develop and implement a comprehensive CRM strategy to enhance customer engagement, retention, and repeat sales across retail and digital platforms.
• Design and execute lifecycle-based communication journeys through email, Lime chats, app notifications, and other digital channels.
• Partner with digital and retail teams to integrate store and online lead flows, enabling data-led segmentation and personalized offers, product recommendations, and curated experiences.

2. Omnichannel Customer Experience

• Build and maintain a unified customer view across online and offline channels.
• Ensure seamless integration between store and online touchpoints to deliver a consistent luxury brand experience.
• Collaborate closely with marketing, operations, and retail teams to implement systems and processes that support omnichannel excellence.

3. Customer Insights & Data Analytics

• Analyse customer behaviour and transactional data to generate actionable insights for business and marketing decisions.
• Track and improve key CRM metrics—retention, repeat purchase rate, NPS, CLV, and churn.
• Lead data enrichment initiatives to enhance database quality and improve segmentation depth and accuracy.

Requirements

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

Interested candidates can email their resumes to: