Key Responsibilities CRM Strategy & Salesforce Operations • Own and manage the Salesforce CRM platform end-to-end — configuration, data hygiene, workflow automation, and reporting • Design and implement customer segmentation strategies based on purchase history, preferences, demographics, and engagement patterns • Build and maintain a 360-degree customer view to drive personalised communication and offers • Develop CRM dashboards and analytics to track campaign performance, customer lifetime value (CLV), and churn metrics • Ensure data integrity and compliance across all customer touchpoints Creative Campaigns & Customer Engagement • Conceptualise and execute innovative CRM campaigns (email, SMS, WhatsApp, push notifications) to drive footfall and online conversions • Design loyalty programmes, referral initiatives, and re-engagement campaigns tailored to the premium jewellery buyer • Collaborate with the marketing team on creative communication strategies that align with the brand’s premium positioning • Lead A/B testing and optimisation of campaigns to maximise open rates, click-throughs, and conversions Data Analytics & Online Intelligence • Perform online data scraping and competitive intelligence gathering from platforms such as Amazon, Flipkart, and other e-commerce channels to identify target audience segments, emerging trends, and competitor strategies • Analyse customer purchasing behaviour, preferences (e.g., saree affinity segments, occasion-based buying), and market trends to inform product and marketing decisions • Build targeted customer buckets and micro-segments for precision marketing • Leverage analytical tools to identify high-value prospects and dormant customers for re-activation Team Management & Stakeholder Coordination • Lead, mentor, and develop a team of CRM executives, data operators, and customer response personnel • Coordinate with store teams, marketing, and the Managing Director’s office to align CRM strategies with business objectives • Present CRM insights and recommendations to senior leadership with clear, data-backed narratives