Key Skills

Marketing Automation | Vendor Management | Customer Insights | Data Analytics | Root Cause Analysis | Campaign Optimisation | Bik | Freshsales | Web Engage | Clever Tap | Gupshup | Bitespeed | CRM

Roles & Responsibilities

• Map and manage the full lifecycle: Discovery to First Purchase to Usage to Repeat to Advocacy

• Design lifecycle interventions to improve: Repeat purchase rate, Time to next purchase, Customer lifetime value (CLV)

• Support CSAT & NPS measurement framework (omnichannel- store, online, post- delivery, post-service)

• Track detractors, passives, promoters and drive structured closure

• Lead “You said, we did” loop internally and externally

• Identify recurring pain points across product, store, delivery, service

• Convert insights into: Process changes, Training inputs, Product & communication improvements

• Publish a monthly Customer Love and Obsession Dashboard for leadership

• Retail teams (EBO experience gaps) Product (fit, comfort, durability feedback)

• Marketing (messaging clarity, trust building)

• Operations (delivery, service timelines)

Ideal Candidate

• Customer Insights & Data Analytics

• Marketing Automation

• Root Cause Analysis

• Cross-Functional Collaboration

• Vendor Management

• Campaign Optimisation

• CRM Platforms (Bik, Freshsales, Web Engage, Clever Tap, Gupshup, Bitespeed)