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I am a CRM strategist. I have worked in this field planning and implementing the CRM programs for 8 years designing engagement strategy, loyalty program, brand experience, Rewards & Recognition, creating redemption catalogs and planning customer life-cycle with a brand . The best of my experiences comes from retails and OEM. I aim to grow from planning and implementing CRM campaigns to design  and planning programs for Customer Life-cycle Management. Stitching the Digital marketing, media, physical space and post sale experience into one connected journey.

Work History

Account director

dentsu impact
feb 17till date

Dentsu Impact is a part of Dentsu Aegis Network. DAN is ‘Innovating the Way Brands Are Built’ for its clients, through its best-in-class expertise and capabilities in media, digital and creative communications services. With consumers more connected, through a range of devices, the era of media convergence is presenting many opportunities as well as a new, complex media eco-system. From identifying who the consumers are, to how they make their decisions, DAN makes the best use of today's media mix to bring to life the right communication strategy and deliver the best results for clients.

Job Rolls

  • Identify clients need, study the current customer journey and benchmark ideal practice
  • Design CRM strategy and plan for  ideal customer journey 
  • Study the current process, design the art of possible and plan strategies to scope out the path towards it
  • Design engagement strategy,calendar and communication plan, -across touch points
  • Identify research needs and design research plans
  • Create brand experience around CLTV, considering SVOC and brand values
  • Coordinate with the client servicing,creative,media and brand teams

Crm Manager |


Blackberrys is Mohan Clothing Co. Pvt. Ltd. A well-known men's wear Indian retail brand established in 1991. Ideology of being fashion forward, the company has kept the concept of dressing Indian men's sharp. CRM program is called THE SHARP CLUB

Job Rolls

  • Handling PAN India CRM program for 200+ exclusive stores
  • Design customer engagement programs and promotional schemes
  • Setting up hygiene campaign and monitoring the performance
  • Planning & Procurement of gifts/ optimal stock utilization
  • Coordinating with various agencies and marketing team. Coordinating internally for PR garment sourcing
  • Reviewing performance of agencies on quarterly/half yearly/annual basis
  • Designing guidelines and SOP for the CRM campaigns
  • Make CRM strategy as per the promotion and season demand for the large format stores (Shopper Stop and Lifestyle/ Central)
  • Monitoring performance of stores and setting targets for incentives, design employee engagement program to meet sale targets
  • Handling escalated customer queries on social media and help desk
  • Improvising the existing CRM program and managing CSS (customer service survey – Feedback)
  • Plan Calendar of promotional and marketing activities
  • Assist Marketing -Digital  - CRM campaign and shoots
  • Maintain seamless thread between the brand and the customer
  • Directing, Planning and implementing CRM activities for the year
  • Commencement & Monitoring of SMS & Email Roll Out. Pre and Post campaign analysis for incremental revenue

CRM Manager|Accentiv'

Client: Tommy Hilfiger
Nov'10 July'14

Other Clients Handled: Blackberrys (Retail apparel CRM-India) Citi bank-Rewards and Redemption program Hewlett Packard(HP Achieve Plus)

Assisted in: Louis Philippe, Van Heusen, Microsoft R&R and tactical

Job Responsibilities

 Design CRM program:

  • Design CRM program (points based / discount based).
  • Design customer engagement programs and promotional schemes.
  • Dealer based programs as per industrial standards.
  • Set value target for sales team and design incentive structure for them.
  • Organize internal store level contest to meet CRM goals.
  • Manage the customer data base for the client and suggest different schemes to gain more business profit.

Program Manager to CRM programs

  • Training: store managers about the CRM, enrollment software, and soft culture of TH mannerism. Traveled PAN India for the same.
  • Event management: New store launch, meet the celeb events and new collection launch events.
  • Relationship building: successfully promote, launch, manage and develop projects as per the Client request. Meet the targets with a loyalty program solution.
  • Operational handle the dispatches of  kits to store  cards to final customers
  • Creative production: EDM, Direct Mailers, voucher, cards, birthday day greetings, broaches, post cards etc.
  • Data Analytic : Includes Share reports on :
  • Stock
  • Enrollments
  • Dashboards
  • Like to like analysis
  • Recency- Frequency- Monetary (RFM) analysis
  • Dispatch reports for ware house in Chennai
  • Ad- hoc reports as per programs and data requirement
  • Finance
  • Raise estimates to client for the different programs managed and organized.
  • Coordinate with client finance for the bill payments.
  • Share purchase order (PO) with the vendor for the same.
  • Procure gifts and collateral as per the program requirement.
  • Maintain program catalogue.
  • Maintain Agreements and Addendum in place. Follow up for renewals as well.
  • Heading Customer Care
  • Hire tele-caller for all programs.
  • Train them on program requirement.
  • Audit call quality
  • Allot outbound call targets and report the feedback.

Account Manager


Client: AMEX (American express - Co-branded card with Kingfisher)

Job Responsibilities

  • Attend Inbound call/Out bound call
  • Fix appointment for the high value customers with relationship managers
  • Work on excel sheets to churn the data
  • Verify the documents for the RE meet and AMEX card processing as per eligibility
  • Handle team of 10 members:- training them on call etiquette, program download, share the targets with them and share report on weekly basis.




PGDM in Operations management from AIMA

Bachelor of Business Administration (CAM)


Graduation Passed with first class - 7 5% marks



Year 2004: Class X- Passes with 70% marks

Year 2006: Class XII- Passed with first class- 80% marks


Data presentations
  • Power point presentations
  • Advanced MS Excel
  • MS word
  • Qlick View analysis Software
  • Good communication skills
  • Business Analysis
  • Showman - POS known
  • Wizapp - POS known
People management
  • Confident, matured and pro-active working style
  • Logical thinking and strategic mind frame with calm and hard working  approach
  • Recent Job - Planned MSIL Ideal customer journey with 360 degree approach
  • Last Job - Managed CRM program in 200 EBO and designed campaign for Lifestlye, shopperstop and central and MBO's
  • Handled various agencies, cross functional tams, steering committees and internal team
  • Operational and technical know how on CRM implementation