Capability Head - CRM & Loyalty

Pune Full-time

Merkle is a world leader in performance marketing. Merkle|Sokrati is the India unit of Merkle Inc. and is a leader in Performance Marketing for several large brand clients in India. We are expanding to include CRM and Loyalty services in the Indian market based on our strong lineage in data-driven marketing. We are currently a 400+ people team; and growing extremely fast. We help brands achieve tremendous competitive advantage and we are thriving because of our investment in finding the best talent in the business.

In-line with this multifold scaling and aggressive growth plan, we are hiring the Capability Head – CRM & Loyalty who will own the delivery of our CRM&Loyalty business. 

You’d need to be Awesome at:

  • Being accountable for a business unit
  • Understanding CRM/Loyalty Strategy
  • Understanding the role of analytics in CRM & Loyalty
  • Understanding CRM & Loyalty program operations.
  • Proposal development and other pursuit activities
  • Performing strategic capability assessments CRM, Analytics and Loyalty.
  • Building and managing matrixed teams
  • Developing implementation plans and pricing for engagements
  • Working outside your comfort zone.
  • Contextualizing CRM & Loyalty for clients from a sales perspective.
  • Multiple industries – BFSI, Automotive, Retail, CPG etc.
  • Managing for Customer journey mapping, Digital Marketing and CRM capability assessments and blueprints, transformational roadmaps and value case development, process redesign, and organizational transformation.
  • Performing rigorous, financial, & business case analyses
  • Engaging and communicating strategy to internal and external clients

If you are someone with:

  • Deep knowledge and experience in Customer retention using CRM & Loyalty - leveraging strategy, data, analytics, and technology for programs.
  • Great structured communication skills, with the ability to frame CRM and loyalty concepts in a way that facilitates discussion and deeper levels of understanding with clients.
  • 16 + years of experience working as a marketing practitioner or consultant in start-ups and well established corporates.
  • Strong organizational and project management skills.
  • Strong self-starting orientation within a fast-paced environment with an intense desire/drive to “make things happen”.
  • Experience across multiple industries.
  • Capabilities to combine left and right brained thinking.

And if you're excited about:

  • An opportunity to work with one of India’s most promising companies in a genuine growth hacking role
  • Unparalleled learning opportunities in the company of ridiculously smart folks with very high levels of expertise in their respective functions
  • Fantastically transparent, vibrant and positive work culture


Then, we would love to have a chat with you!