Namita Bathija

• Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decision-making.
• Led member acquisition, activation, retention and customer advocacy for the loyalty program.
• Boosted CRM adoption by streamlining processes and providing comprehensive training to team members. (App, WhatsApp, Email)
• Created activities and engagements to enhance customer experience, knowledge, and loyalty.
• Managed customer relations on ongoing basis to maximize customer retention.
• Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
• Made customers aware of current and new programs and services.
• Created customer support strategies to increase customer retention.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.

• Directed marketing efforts leading to increased brand awareness and a growing customer base.
• Managed a team of professionals to achieve organizational goals and maintain high productivity levels.
• Implemented effective training programs to enhance employee skills and improve overall job satisfaction.
• Monitored competitor activity closely, using insights to devise strategies for maintaining a competitive edge in the industry.
• Increased revenue generation (17%) by identifying new business opportunities and expanding existing client relationships.
• Evaluated departmental performance metrics regularly to identify areas for improvement and implement corrective actions as needed.
• Improved communication across departments, fostering collaboration and enhancing overall operational effectiveness.
• Spearheaded major projects from inception through completion, consistently meeting deadlines while staying within budget constraints.
• Established strong relationships with key stakeholders, ensuring timely delivery on projects and customer satisfaction.
• Negotiated contracts with vendors, securing favorable terms that resulted in cost savings for the organization.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.

Contributed expertise in Loyalty programs and CRM processes as an external consultant to various projects worldwide.

• Implemented and developed operational standards, policies and procedures.
• Lead the communication plan for tailored neighborhood verbal exchange, digital community, and customer reviews to raise brand emblem.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Increased customer satisfaction with timely project deliveries and seamless communication.

• Developed comprehensive marketing strategies that drove lead generation and boosted sales performance.
• Identified and capitalized on unmet market needs by performing in-depth customer and market research.
• Served as the leader for pan-India initiatives for promoting the Frequent Flyer programme for Lufthansa.
• Partnered with consumer insights to incorporate customer feedback and competitor analysis.
• Utilized data driven decisions to enhance the performance of all marketing efforts.