Lead - CRM & Loyalty - IIM/IIT/NIT/ISB/FMS/MDI

Roles & Responsibilities:

Loyalty Partner Management (Capillary):

• Own and manage the Capillary Technologies platform for all loyalty programs, rewards points management, customer engagement campaigns, and retention initiatives.
• Demonstrate hands-on expertise in campaign management, CRM modules, customer lifecycle journeys, rewards configuration, analytics dashboards, and system integrations.

Customer Insights, Segmentation & Personalization:

• Build advanced customer segmentation models based on buying behavior, demographics, loyalty status, and shopping patterns.
• Conduct deep-dive customer behavior analysis to identify specific cohorts (e.g., bulk buyers, active redeemers, and omnichannel shoppers moving between online and offline platforms).
• Leverage AI and advanced analytics to predict customer behavior, personalize marketing campaigns, and significantly improve customer engagement.
• Analyze end-to-end customer journeys across online and offline touchpoints to eliminate friction and maximize conversion rates.

Data Management, Analytics & Governance:

• Perform big data analytics to generate actionable business insights and build predictive models for leadership decision-making.
• Ensure data accuracy and consistency across platforms by identifying and resolving discrepancies in loyalty penetration reports and datasets.
• Design, build, and maintain scalable, optimized data pipelines for seamless reconciliation and reporting.
• Monitor overall campaign performance, ROI, customer trends, and key lifecycle metrics to continuously optimize marketing strategies.

Cross-Functional Collaboration:

• Partner closely with CRM, Marketing, Technology, and Business business units to implement data-led, customer-centric strategies.

Skills & Competencies:

• Technical Analytics Toolkit: Highly proficient in Big Data tools, including Databricks, SQL, Python, R, Google Analytics, and Advanced Excel.
• Platform Expertise: Deep, hands-on administrative and operational knowledge of Capillary Tools or equivalent top-tier enterprise CRM/Loyalty suites.
• Strategic Thinking: Proven capability to translate raw data from 150M+ users into scalable, high-ROI business strategies.
• Communication: Exceptional ability to build dashboards and present complex data insights clearly to C-suite leadership.

Qualifications & Experience:

• Education: B.Tech / B.E. AND an MBA, both strictly from Tier-1 institutions.
• Experience: Minimum of 4 to 6 years of core experience in CRM, Loyalty, and Data Analytics.
• Industry Background: Must have a strong background in the B2C Retail sector (E-commerce or Brick-and-Mortar retail).