Sriram N

Campaign Management & Analytics

• Spearhead the development and execution of CRM strategies to enhance customer engagement, retention, and loyalty at Health & Glow, managing an annual campaign budget of ₹1.50 Cr to maximize ROI.
• Oversee end-to-end project ownership, including vendor selection, price negotiation, and seamless CRM partner integration, ensuring efficient operations and impactful outcomes.
• Collaborate with Category and Merchandising teams to ensure the most relevant and attractive offers are effectively communicated to customers.
• Develop and execute targeted campaigns tailored to customer segments using insights from past purchase behavior, product categories, RFM (Recency, Frequency, Monetary) metrics.
• Personalize messaging and offers for customer tiers (Silver, Gold, Platinum, Titanium) to drive engagement and conversions.
• Retarget customers through Meta ads following initial engagement via SMS or WhatsApp, maximizing campaign reach and effectiveness.
• Analyze key performance metrics, including ROI, clicks, CTR, conversion rates, and incremental sales, using data-driven insights to refine strategies and improve outcomes.

Loyalty Program Management and Strategic Partnerships

• Lead the design and implementation of loyalty programs, including tiered systems, points-based rewards, and the Milestone Rewards Card initiative offering free products for repeat visits.
• Oversee monthly reporting on points redemption, issuance, and bonus points summaries, ensuring seamless in-store redemption experiences and smooth OTP operations.
• Continuously optimize loyalty initiatives to drive customer retention and foster long-term brand loyalty.
• Collaborate with marketing, operations, technology teams, and external partners to align CRM strategies with broader business objectives.
• Drive strategic alliances for cross-branding initiatives, such as coupon code collaborations, to enhance customer value and engagement.
• Monitor competitors and industry trends, including innovations in NPS, e-invoices, and new campaigns, to ensure CRM strategies remain innovative and competitive.

• Responsible for Loyalty program management with end to end ownership.
• Manages BAU campaigns ,Points based campaigns,Gift vouchers , Promotions, Monthly Customer engagement framework ,structure and processes across all stores and growth initiatives to ensure business continuity.
• Manage and maintain strong relationships with assigned key accounts, acting as the main point of contact for clients
• Achieve revenue growth targets by identifying upsell & cross-sell opportunities within key accounts.Monitor client satisfaction, proactively address client issues, and collaborate with internal teams to devise solutions
• Understand clients business , Challenges and Identify an opportunity to effectively use the platform & meet ROI• Develop strategies for upselling and cross-selling products across user cohort levels.User engagement via Digital invoice , Feedback , Gamification etc
• Optimize key matrix of program like RFM, AOV and Customer lifetime value,retention,monetisation.
• Extract,analyse and interpret data from different sources to enable data visualization and translate findings into simple actionable insights.
• Create, document, validate & ensure delivery of ad hoc, daily, weekly & monthly reports (Earn burn reports, Points redemption,Campaign ROI,Delivery report,Payouts,Onetimers ,Repeat customer, Lapsers )to the stakeholders
• Escalate product issues to the technical team and ensure deliverables within the TAT.
• Brands -Soch, Nandus Chicken, Specsmakers, Poorvika, Monte Carlo,Wow momos etc

• On-boarding customers into Capillary Loyalty Platform and Omni channel customer engagement platform.Educating clients and ensuring smooth adoption.
• Participating in technical discussions with the customer to identify use cases, technical enhancements required in the Capillary product and provide actionable inputs to the internal teams (CS, Product,App,Integration)
• Understanding account setup requirements and expectations with customers & key stakeholders.Adhere to the on boarding program plan, deliver and track the progress closely.
• Escalate product issues and concerns.Document technical requirements and update customer records based on interactions.
• Participating in SIT ,UAT ,Hypercare ,Go-Live. Solve clients needs and concerns through chat/Email/Calls Proactively
• To strategize, execute and manage marketing campaigns across different channels like Email, SMS, Push notifications etc.Delivering LifeCycle campaigns,Personalized Messaging,User segmentation.
• Projects worked - Shell Loyalty app ( India , Indonesia, Singapore , Malaysia , Oman ) , KFC Indonesia , Spar , Al-Futtaim etc

• Handled a team of 15 Members which includes Sales Executives,Visual Merchandising Executive,Backend operations executive .
• Monitoring Sales figure/ Inventory Planning.Updating the daily reports to the cluster manager.
• To ensure that sales team meets customer's needs. To Achieve targeted ATS and conversion.

• Helping the marketing and sales team with their database requirements. Improving database hygiene and adding new accounts using necessary prospecting tools like Apollo,Lusha,Huntermail etc.
• Record lead and prospect activity in CRM to ensure efficient lead management.
• Lead generation through Cold calling ,Email Marketing, LinkedIn.