❖ Customer Relationship Management (CRM): • Develop and execute a customer retention and loyalty strategy aligned with business goals. • Oversee the implementation and optimization of the CRM platform (e.g., Zoho, Salesforce, HubSpot). • Analyze customer data to build effective segmentation models for targeted campaigns. • Create, monitor, and refine lifecycle marketing campaigns (e.g., welcome, birthday, reactivation, post-purchase). • Collaborate with sales, design, and marketing teams to deliver personalized customer experiences. • Track key metrics: repeat purchase rate, customer lifetime value (CLV), churn rate, etc. ❖ Online Reputation Management (ORM): • Monitor and manage the brand's online presence across review platforms (Google, Facebook, Instagram, Justdial, etc.). • Respond professionally to reviews, comments, and queries — turning negative feedback into opportunities for customer recovery. • Design and execute proactive reputation-building initiatives, including review collection campaigns and influencer collaborations. • Prepare ORM reports, highlighting sentiment analysis, review trends, and potential reputational risks. • Work closely with PR and digital marketing to align messaging and tone of voice. ❖ Leadership & Strategic Responsibilities: • Lead a small team or coordinate with external agencies for CRM and ORM execution. • Develop monthly and quarterly performance reports with actionable insights. • Contribute to overall marketing and CX strategy from a data and feedback-driven perspective. • Stay current with CRM and ORM best practices, tools, and trends — especially in the luxury and jewellery sectors.