Role Overview

The Manager – CRM & Retention will lead the development and execution of customer engagement and lifecycle strategies across Tata CLiQ, Tata CLiQ Luxury, and Tata CLiQ Beauty. This role will focus on strengthening customer retention, maximizing Customer Lifetime Value (CLV), and driving incremental revenue through data-driven personalization and advanced CRM practices. As a people and strategy leader, the role demands the ability to design scalable frameworks, manage a team, collaborate with cross-functional stakeholders, and integrate cutting-edge CRM innovations to position Tata CLiQ as a leader in customer engagement.

Key Responsibilities

CRM Strategy & Leadership

• Define and implement long-term CRM & retention strategy aligned with business growth goals.
• Drive customer lifecycle management with a focus on retention, reactivation, upsell, and cross-sell.
• Establish frameworks for personalization at scale, leveraging advanced CRM features such as predictive journeys, AI-driven segmentation, and dynamic recommendations.
• Lead strategic decision-making around channel prioritization, campaign budgets, and customer experience design.

Channel Ownership & Optimization

• Oversee multi-channel CRM campaigns across Push, SMS, WhatsApp, In-App, and Email to ensure maximum engagement and revenue contribution.
• Drive experimentation at scale with A/B and multivariate testing to enhance CTR, CVR, and retention rates.
• Ensure communication excellence with consistent brand voice and customer-first approach across all channels.

Team Leadership & Collaboration

• Manage and mentor a CRM team, building capabilities in campaign execution, analytics, and platform management.
• Collaborate closely with product, technology, data science, and design teams to build automation triggers, optimize workflows, and enable customer-centric features.
• Partner with senior stakeholders to integrate CRM with broader business strategies.

Analytics, Insights & Revenue Impact

• Own and monitor CRM performance KPIs including Retention Rate, CLV, CTR, CVR, Engagement Score, and Revenue Uplift.
• Translate insights into strategic recommendations for long-term impact.
• Present regular business impact reviews to leadership with recommendations for retention-led revenue growth.

Innovation, Benchmarking & Industry Trends

• Stay ahead of CRM innovations, MarTech advancements, and global benchmarks to continuously improve Tata CLiQ’s CRM ecosystem.
• Introduce new AI/ML-powered CRM capabilities for personalization and predictive retention.
• Benchmark Tata CLiQ’s CRM performance against industry leaders to maintain competitive edge.

Must-Have Skills

• 8–10 years of progressive experience in CRM, Retention Marketing, or Lifecycle Marketing with at least 2–3 years in a leadership role.
• Proven expertise in managing large-scale, multi-channel CRM campaigns and optimizing retention strategies.
• Strong knowledge of CRM tools (CleverTap, WebEngage, MoEngage, Netcore, HubSpot, AppsFlyer).
• Demonstrated success in driving revenue through customer engagement programs.
• Strong leadership, stakeholder management, and cross-functional collaboration skills.
• Exceptional analytical ability to translate data into actionable strategy.

Nice-to-Have Skills

• Experience in team leadership and capability-building in CRM functions.
• Knowledge of AI/ML applications in CRM and marketing automation.
• Familiarity with global best practices in retention and loyalty marketing.
• Understanding of Luxury Brands
• Analytics tools like: Power BI , Tableau, SQL, Adobe Omniture, GA, etc.
• Proven experience in CRM & Marketing

Qualifications

• Graduate/Postgraduate in Marketing, Business, Analytics, or related field.
• Strong academic background complemented by practical experience in CRM leadership.

Why Join Us

• Lead retention-first growth strategies across Tata CLiQ businesses.
• Work at the intersection of MarTech, analytics, and innovation.
• Drive direct impact on revenue, customer loyalty, and brand growth.
• Attractive compensation and career progression to senior CRM leadership roles.