CRM Transformation & Customer-Centric Marketing

Led the overhaul of CRM systems to enhance data-driven decision-making, marketing automation, and targeted communication. Developed strategic customer engagement initiatives, boosting first-time buyer conversions and repeat purchase rates.

Challenge: The company lacked a unified customer engagement strategy, and marketing efforts were generic rather than tailored. CRM utilization was minimal, leading to low customer retention.

Solution: The CRM transformation was spearheaded by:

Leading the selection and enhancement of CRM & loyalty software to improve data management.

Collaborating with IT to automate marketing reports and customer insights dashboards.

Designing segmented marketing strategies to increase relevance and engagement.

Impact:

Higher ATV (Average Transaction Value) from loyalty members.

Improved email engagement and response rates due to personalized campaigns.

Significant increase in customer retention and repeat purchases.