Priyanka Jayaraman
Summary
Customer Experience and CRM expert with over 4.5 years in luxury retail, specializing in customer retention and loyalty strategies. Demonstrated success in leading NPS initiatives and customer feedback programs, translating insights into actionable improvements. Strong collaboration with product, tech, and operations teams to enhance service delivery. MBA from IIM Indore, currently exploring opportunities in UAE after a career break for relocation and maternity.
Overview
7
7
years of professional experience
Work History
Regional Business Manager – South & West,
ADITYA BIRLA FASHION AND RETAIL
08.2023 - 11.2023
- Oversaw 12 luxury stores generating ₹120 Cr (14 Mn USD) NSV across 44,000 sq.ft with 200 member team
- Achieved 30% business growth by enhancing store conversion through streamlining operations and hiring process
CRM Manager : The Collective
ADITYA BIRLA FASHION AND RETAIL
04.2021 - 08.2023
- Led the design and execution of omnichannel lifecycle campaigns (email, WhatsApp), contributing to 70% of overall brand revenue.e.
- Conducted cohort-based segmentation using CleverTap and PowerBI to drive personalized retention strategies and improve repeat purchase frequency by 15%.
- Presented monthly performance reports and customer behavior insights to senior leadership, influencing future marketing roadmaps..
- Spearheaded the development of loyalty programs by leveraging analytics resulting in a 25% uplift in customer LTV.
- Collaborated with cross-functional teams to launch targeted campaigns, enhancing customer journey thereby NPS to record-high levels.
- Built and managed a 10-member customer support team, improving efficiency through chatbot automation that reduced call volume by 50% and improved response time.
- Partnered with marketing, category, and service heads to drive traffic and conversion across digital and physical retail touchpoints.
Business Management Trainee
ADITYA BIRLA FASHION AND RETAIL
09.2020 - 04.2021
- Revived a post-COVID underperforming store, accelerating sales by 20% through agile team restructuring and frontline execution focus.
- Collaborated with senior leadership to implement customer-first practices on floor, resulting in improved service consistency and higher customer retention.
Graduate Engineer Trainee
VA Tech WABAG
07.2016 - 09.2017
- Design Engineer for ₹1,250 Cr (147 Mn USD) international EPC projects; led 50-member team to early site completion, earning appreciation.
Education
MBA -
Indian Institute of Management Indore
03-2020
BE - Electronics & Instrumentation
Anna University
03-2016
Accomplishments
- "Emerging Professional" at MFL Awards , 2022
- "Special Appreciation" by CEO , 2017
Timeline
Regional Business Manager – South & West,
ADITYA BIRLA FASHION AND RETAIL
08.2023 - 11.2023
CRM Manager : The Collective
ADITYA BIRLA FASHION AND RETAIL
04.2021 - 08.2023
Business Management Trainee
ADITYA BIRLA FASHION AND RETAIL
09.2020 - 04.2021
Graduate Engineer Trainee
VA Tech WABAG
07.2016 - 09.2017
MBA -
Indian Institute of Management Indore
BE - Electronics & Instrumentation
Anna University
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