Experience

RAPPO Phygital Commerce

• India
• IT Services and IT Consulting
• 1 - 100 Employee

• Chief Growth Officer

  • Sep 2021 - Present



Math & Magic

• Advertising Services
• 1 - 100 Employee

• Consultant

  • Jan 2021 - Aug 2021



Majid Al Futtaim

• United Arab Emirates
• Retail
• 700 & Above Employee

• Asst. Director Marketing - CRM & Loyalty

  • Aug 2012 - Dec 2020

  Majid Al Futtaim is a $9 Billion conglomerate based in Dubai, with interests in shopping malls, communities, retail, leisure & entertainment, fashion, hotels, F&B, credit and pre-paid card products across the Middle East, Africa, Eastern Europe & Asia Played an integral part in designing & launching group loyalty program ensuring that the business needs of shopping malls is planned for. Lead loyalty strategy & team looking after ongoing program operations for shopping malls Delivered 30% above member acquisition targets, 15% above program sales penetration target, 5% above active member base target and 4X projected member ATV Looked after the Mall Gift Cards portfolio delivering 10% growth in load value year on year and 15% growth in customer acquisition year on year for 5 years Launched an NPS based customer experience management program, rolling out over 50 initiatives each year based on verbatim feedback from customers. Delivered a 10% increase in NPS score during the first year and then an increase of between 2 to 3 points each year Implemented innovative digital initiatives to help create and develop a rich profiled customer database in excess of 12.5 million. In mall Wi-Fi, mobile app and mall websites integrated with cinema booking, BLE beacons, facial recognition software, footfall counters, indoor navigation, proximity based messaging and a promotion management solution. Enriched the database with behavioral data including visit frequency, dwell time, heat maps, repeat visitation etc Consolidated all digital touch points on to a single Content Management System delivering over 50% efficiency in costs, reducing turn around times by 30%. Delivered 362% increase in unique visits to mall websites over 5 years Developed and rolled out a comprehensive customer service strategy programme including SOPs, training and an innovative video based audit programme. Improved mystery shop scores from 75% adherence to standards to over 90% adherence to standards Show less



Al Tayer Group

• United Arab Emirates
• Retail
• 700 & Above Employee

• Head of CRM

  • Nov 2008 - Jun 2012

  Al Tayer Group is a USD 2.5 Billion retail conglomerate based in UAE with operations across GCC and interests in automotive, luxury & lifestyle fashion, department stores, jewelry, cosmetics & beauty products, hospitality, real estate and home. I led the CRM and loyalty practice for the group, championing adoption of customer centric processes across the different businesses, leading a group wide business process redesign and automation project touching all customer touch points. Started and managed the analytics and data based marketing practice including setting up the team from scratch. Designed and launched a retails standards program delivering an increase of over 25% in mystery shop scores across the various businesses in the group over 3 years. Delivered loyalty program member growth of over 15% year on year. Increased loyalty sales penetration from 40% to over 60%. Delivered active member base at 68%, redemption rates at 79% and program ATV 5X higher than non-program member transactions. Show less



ALFAHIM

• United Arab Emirates
• Retail
• 400 - 500 Employee

• Group CRM Manager

  • May 2007 - Sep 2008

  Al Fahim Group is an Abu Dhabi based family business with interests in automotive, real estate, hospitality and travel. Set up CRM department, developed CRM & Customer Database strategy for Group across Automotive, Travel, Hospitality and various B2B industries. Acting Automotive Marketing Manager in addition to CRM responsibilities from Dec 2007. Key role in implementation of automotive CRM system, Kerridge Autoline. Integrated, standardised and cleansed data from 3 legacy systems into one consolidated database system. Identified champions in each function and delivered ‘Train the Trainer’ programmes, provided support during training of users. Post-implementation review and remedial/follow-up training for staff prone to errors, plus monthly new starter training sessions for employees. Audited "as is" processes at touch points and designed "to be" processes based on best practices. Process adherence linked to performance management and IPMs. Rolled out training curriculum for all touch point staff along with Learning and Development team. Currently integrating "to be" processes with Kerridge Autoline to enable tracking, measurement & reporting. Show less



Al Tayer Group

• United Arab Emirates
• Retail
• 700 & Above Employee

• Manager CRM

  • Sep 2003 - Apr 2007

  Al Tayer Group is a USD 2.5 Billion retail conglomerate based in UAE with operations across GCC and interests in automotive, luxury & lifestyle fashion, department stores, jewelry, cosmetics & beauty products, hospitality, real estate and home. Started the CRM & loyalty practice, setting up the department from scratch. Designed loyalty program (Amber) covering all the brands. Managed end-to-end procurement process to identify program management and campaign management software solution and managed implementation of the same on time and within budget. Led selection of brand & communications agency and managed the ongoing relationship with them. Developed and rolled out multimedia launch campaign delivering member acquisition targets. Managed customer database, developed & implemented results based marketing strategies and programs for creating awareness about new brands, acquiring new customers, retaining existing customers and capturing a bigger share of wallet from them. Looked after budgeting, HR planning and training specific to CRM initiatives and LP mechanics. DM lead generation campaign for Jaguar XJL nominated finalist at the 2006 Cannes Lions DM Awards Show less



Jacobsons Direct

• United Arab Emirates
• Advertising Services
• 1 - 100 Employee

• Account Director

  • 2002 - 2003

  Managed five-person business development team. Increased DM business from MNC accounts and advertising agencies by 15%. Achieved targeted annual revenue of AED 4.5 million ahead of time Managed five-person business development team. Increased DM business from MNC accounts and advertising agencies by 15%. Achieved targeted annual revenue of AED 4.5 million ahead of time



Wunderman

• Advertising Services
• 700 & Above Employee

• Group Account Manager

  • 2000 - 2002

  Headed an account management team of 5 and was responsible for account planning and client servicing. Supervised all DM initiatives including creative, telemarketing, database management and DM software development functions. Accounts managed included Ford India Limited, FedEx, ITC Greeting Cards & AirTel. Annual revenue targets were achieved in the third quarter itself. Developed and implemented business processes and marketing programs for Ford in India, which have been lauded by their global CRM consultant, Peppers & Rogers Group, as industry best practices. This included retail and fleet prospect identification and management program implemented for dealers across the country. Developed and launched FedEx Purple Club, the loyalty program for FedEx India which was considered a benchmark by FedEx EMEA Show less