Gaurav Singh Rajput
Mumbai
Summary
CRM & Loyalty Marketing professional with 6+ years of experience in MarTech-driven lifecycle marketing, driving customer engagement, retention, and repeat purchases. Skilled in segmentation, automation, and omnichannel campaigns to improve customer lifetime value (CLV) and business growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Associate Consultant – CRM
Hansa Cequity
05.2025 - Current
- Lead CRM strategy across multiple clients to drive retention, repeat purchases, and lifecycle engagement.
- Design and optimise end-to-end automated journeys, including onboarding, lead nurturing, repurchase, upsell, cross-sell, and win-back flows.
- Develop segmentation strategies using behavioural and transactional data to improve targeting and personalisation.
- Plan and execute CRM campaigns aligned with product launches and marketing calendars across SMS, email, WhatsApp, and push channels.
- Track and analyse KPIs such as engagement, conversions, repeat behaviour, and campaign ROI to drive continuous improvement.
- Conduct A/B testing (image vs non-image, messaging, timing) across channels to identify high-performing strategies.
- Collaborate with data, campaign ops, and call centre teams to ensure seamless execution and lead-to-enquiry efficiency.
- Support multi-market CRM planning (UAE/GCC), aligning campaigns with regional customer behaviour.
- Collaborated with cross-functional teams to ensure a cohesive approach to meeting client expectations.
- Analysed client's business processes and recommended improvements to enhance efficiency and productivity.
Assistant Marketing Manager
Me n Moms
01.2025 - 05.2025
- Managed CRM campaigns across SMS and WhatsApp to drive repeat purchases, and customer engagement.
- Built lifecycle-based customer journeys and segmentation strategies to improve retention and personalisation.
Assistant Manager
Metro Brands Ltd.
08.2022 - 01.2025
- Spearheaded the launch of Foot Locker’s Loyalty Programme, including gamification campaigns, POS integration with ETP, and end-to-end execution.
- Increased customer engagement by launching WhatsApp and RCS communication channels across multiple brands (Metro, Mochi, Biofoot, Fitflop, Fila, and Foot Locker).
- Developed and managed loyalty strategies across platforms to attract, engage, and retain customers.
- Owned loyalty programme execution, including campaign tracking, reporting, KPI creation, and performance monitoring.
- Analysed customer data and partner dashboards to identify business growth opportunities.
- Collaborated with cross-functional teams (Marketing, Design, Legal, and Operations) to execute campaigns across brands.
- Designed and optimised customer journeys with targeted promotions, and segmentation strategies.
- Managed multi-channel campaigns using WebEngage (SMS, email, web pop-ups) to maximise reach and engagement.
- Executed personalised campaigns for different customer segments to improve engagement and sales.
Assistant Manager
Reliance Retail
03.2022 - 08.2022
Marketing Executive
Brand Factory
02.2019 - 03.2022
- Leveraged customer data insights to drive growth through targeted loyalty campaigns (birthday, win-back, points redemption), and improve CLV.
- Developed acquisition strategies to increase customer base and optimise journeys using segmentation.
- Boosted partner revenue through performance analysis and dashboard-driven insights.
- Ensured smooth execution of loyalty programmes across stores through cross-functional collaboration.
- Managed the migration of loyalty systems during the transition from Future Group to Reliance Retail.
- Managed and executed CRM campaigns across multiple channels to drive engagement.
- Designed customer journeys to enhance the lifecycle experience and retention.
- Optimised campaigns through A/B testing and performance analysis.
- Contributed to store launches via ATL/BTL planning, influencer marketing, and catchment analysis.
- Built a digital presence using Google Business Profiles, Analytics, and social media platforms.
Sr. Associate Ops
WNS
02.2018 - 01.2019
- Provided customer support to UK clients ensuring SLA adherence and high satisfaction.
- Resolved customer queries using strong communication and problem-solving skills.
Education
PGDM - Operations Management
Welingkar Institute of Management
Mumbai, MH01-2022
Graduate - Bachelor of Commerce
University of Mumbai
Mumbai, MH01-2017
Higher Secondary School Certificate (H.S.C)
Mumbai Board
Mumbai, MH01-2013
Secondary School Certificate (S.S.C.)
Mumbai Board
01-2010
Skills
- Customer Lifecycle Management
- CRM Strategy & Automation
- Retention and Loyalty Marketing
- Behavioural and Transactional Segmentation
- Campaign Planning and Execution
- A/B Testing and Optimisation
- Data analysis and performance tracking
- Project management
- Cross-functional Stakeholder Management
Languages
English
Proficient
C2
Hindi
Proficient
C2
Certification
- MoEngage - Growth Marketing Expert
- WebEngage - Fundamentals of Retention Marketing
- Customer Relationship Management
- AI Fundamentals
- HubSpot - Email Marketing
Interests
- Football
- Trekking
- Yoga
- Gaming
Accomplishments
- Increased engagement and transactions through a microsite focused on profile updates and reward-based incentives.
- Developed data-driven lifecycle campaigns and personalized communication calendars to improve retention.
- Executed a gamified “Spin the Wheel” campaign for 250-store milestone, driving customer acquisition and engagement.
Timeline
Associate Consultant – CRM
Hansa Cequity
05.2025 - Current
Assistant Marketing Manager
Me n Moms
01.2025 - 05.2025
Assistant Manager
Metro Brands Ltd.
08.2022 - 01.2025
Assistant Manager
Reliance Retail
03.2022 - 08.2022
Marketing Executive
Brand Factory
02.2019 - 03.2022
Sr. Associate Ops
WNS
02.2018 - 01.2019
PGDM - Operations Management
Welingkar Institute of Management
Graduate - Bachelor of Commerce
University of Mumbai
Higher Secondary School Certificate (H.S.C)
Mumbai Board
Secondary School Certificate (S.S.C.)
Mumbai Board