Amit Kumar
Gurgaon
Summary
CRM & Lifecycle Marketing Leader with 10+ years of experience in scaling retention and engagement across large consumer platforms. Currently serving as Associate Director at JioHotstar, leading lifecycle strategy across multi-channel ecosystems.
Recognized as part of WebEngage’s “30 Under 30 Retention Experts”, with deep expertise in driving LTV growth, reactivation, and personalization through structured lifecycle programs.
Experienced in building scalable retention frameworks, supported by strong capabilities in email deliverability, Martech systems, and data-driven optimization.
Overview
14
14
years of professional experience
Work History
Associate Director
JioHotstar
Gurgaon
09.2022 - Current
- Leading retention, lifecycle growth, and marketing automation across international markets including MENA, South Africa, and Israel.
- Own and scale the marketing automation ecosystem across CRM channels, enabling high-impact, data-driven lifecycle programs at scale.
- Drive personalization-led engagement strategies across the user lifecycle, enhancing user experience, improving platform stickiness, and delivering measurable retention impact across markets
Lead - Customer Retention & Loyalty
Reliance Retail
Mumbai
02.2022 - 08.2022
- Build the new ERA of CRM with omnichannel orchestration within offline to the online buying cycle - Managing one of the largest CDM systems to define the right set of cohorts with one-to-one or one to many personalization-based campaigns.
- Conceptualizing the real-time live GEO fencing campaign to drive the store walk-ins and generate leads for online to offline sales.
Customer Retention Manager
Tata CLiQ
Mumbai
09.2019 - 01.2022
- Build the new engaging shape of well-defined targeted customer segmentations, Which Drives first order, Repeat Order & Loyalty
- Build the Cross-sale framework to let customer shop from across category between electronics & fashion.
- Build and manage the 7+ team size to handle all the campaign ops and the retention strategy for TataCliQ
- Handle the category budget for 5L/month in order to drive the loyalty program for the existing customer data.
- Gets increase the CRM contribution to 35%+ of the total business revenue, with 30% of D45 repeat purchase.
Senior Manager
CommerceX
Gurgaon
03.2019 - 09.2019
- Helping brands build their Omnichannel presence and Enable End-to-End
- Conceptualized and launched a multi-channel campaign factory towards personalized recommendation- based campaigns delivering 34x better revenue per mail sent compared to regular newsletters.
- Manage domain & IP reputation for mail inboxing and ensuring delivery to primary inbox.
CRM Manager
The Luxury Closet, Inc
Dubai
01.2017 - 02.2019
- Responsible for planning, strategizing, and implementing CRM activities for First to Repeat and to loyalty for pre-owned luxury products.
- Established various communication channels to engage and re-engage customers with relevant brand and category preferences.
- Managed budgets allocated to customer retention initiatives effectively, ensuring optimal allocation of resources.
- Increase the CRM contributions to 25%+ of total business revenue.
- Manage a team of Design & Arabic copywriter in order to drive the regional promotional activities.
Customer Retention Deputy Manager
Jabong
Gurgaon
02.2014 - 07.2016
- Be part of the cross-sell and retention marketing team and drive various key initiatives as part of the overall existing customer strategy for the Organization.
- Responsible for achieving plan numbers for specific initiatives/channels in terms of Traffic, CIR and Retention.
- Handle the cross-sell and retention marketing team and drive various key initiatives as part of the overall existing customer strategy for the Organization.
- Work with email service provider to help resolve creative, deliverability and reporting issues.
- To build, acquire and retain the maximum percentage of customer base in the Market.
Sr. Email Marketing Executive
Fareportal
Gurgaon
06.2012 - 02.2014
- Taking care of all campaign execution and implementing for Canada & UK market.
- Campaign Analysis - Prepare reports and analyze key performance metrics.
- Quality checks the campaigns for content, HTML, data & other errors like rendering issues, linking, deliverability and troubleshoot problems as they arise.
- Analyze and report on key email performance indicators (deliverability, list counts, unsubscribed, email response such as CTR, open rate and conversion).
- Evaluate and assess the effectiveness of online campaigns and online browsing behaviors.
Education
Executive MBA - Business, Management, Marketing, and Related Support
SP Jain School of Global Management
Dubai08.2023
Master's degree - Computer Engineering
Sikkim University
Gangtok04.2012
Bachelor of Commerce - BCom - Business/Commerce, General
Delhi University
04.2010
Skills
- CRM & Lifecycle Marketing Strategy
- Customer Retention & LTV Optimization
- Martech & CRM Platform Management (MoEngage, CleverTap, WebEngage, Braze)
- Revenue & Engagement Growth Strategy
- Cross-channel Engagement (Email, Push, In-App, SMS, WhatsApp)
- Cross-functional Stakeholder Management (Product, Analytics, Growth)
- KPI Frameworks (Retention, MAU, VV, Conversion, Reactivation)
- Email Infrastructure & Deliverability (SPF, DKIM, DMARC)
- A/B Testing & Experimentation Frameworks
Accomplishments
- Recognized as a “30 Under 30 Retention Expert” by WebEngage for contributions to CRM and lifecycle marketing
- Awarded “Employee of the Quarter” for developing a high-impact segmentation framework, enabling identification of super-active user cohorts and optimizing channel frequency for improved engagement and reduced fatigue.
- Designed and implemented a seed list framework to improve email domain reputation, strengthening deliverability, inbox placement, and overall campaign performance.
- Built and launched an end-to-end in-house daily personalization journey, driving repeat engagement-later recognized and featured in Tata Sons’ internal employee newsletter
Timeline
Associate Director
JioHotstar
09.2022 - Current
Lead - Customer Retention & Loyalty
Reliance Retail
02.2022 - 08.2022
Customer Retention Manager
Tata CLiQ
09.2019 - 01.2022
Senior Manager
CommerceX
03.2019 - 09.2019
CRM Manager
The Luxury Closet, Inc
01.2017 - 02.2019
Customer Retention Deputy Manager
Jabong
02.2014 - 07.2016
Sr. Email Marketing Executive
Fareportal
06.2012 - 02.2014
Executive MBA - Business, Management, Marketing, and Related Support
SP Jain School of Global Management
Master's degree - Computer Engineering
Sikkim University
Bachelor of Commerce - BCom - Business/Commerce, General
Delhi University