Skill set
Jeet in a few words
I am a seasoned CRM Director with over a decade of experience devising and implementing data-driven, multi-channel strategies that drive customer retention, engagement, and acquisition. I excel at leading cross-functional teams to optimize CRM platforms, enhance personalization, and deliver measurable business growth. In my spare time, I love staying active by hitting the gym, rock climbing, and especially skiing—a passion I’ve honed to an expert racing level.
Experience
- HELIOSXCRM DirectorDecember 2024 - March 2025 (3 months)• Devised and implemented a short-term strategic roadmap targeting high-impact, quick-win initiatives to optimize customer onboarding and boost second-month (M2) retention.• Conducted a comprehensive CRM audit to identify challenges and uncover growth opportunities, encompassing segmentation, personalization, automated competitor analysis, Braze CRM utilization, and operational efficiencies.• Customer retention reporting and analysis. Ongoing reporting and analysis to begin understandin and improve customer retention - tracking trends, uncovering key retention drivers, and examining segment shifts based on demographics, acquisition channels, and critical user actions• Developed and launched intuitive campaign-level dashboards, providing visibility into both campaign-specific performance and overarching marketing effectiveness to facilitate data driven decision making.• Led hands-on training on marketing experimentation and AI applications, equipping the team to adopt a data-centric approach and harness emerging technologies for improved outcomes.
- LystCRM DirectorJuly 2022 - September 2024 (2 years and 2 months)• Developed and Executed a Cohesive Multi-Channel CRM Strategy: Spearheaded the design and implementation of an integrated, automated CRM strategy with cross-functional teams, enhancing member engagement and relationship building through personalized, data-driven communications.• Achieved a 12% Increase in Incremental LTV: Implemented targeted strategies that led to a 12% increase in incremental lifetime value over two years, significantly boosting customer value.• Increased CRM Revenue Contribution: Elevated CRM-driven revenue contribution from 12% to 18% over two years through well-executed, data-driven marketing campaigns.• Enhanced Personalisation Capabilities: Utilized advanced APIs and real-time data for highly relevant, event-driven customer recommendations.• Built and Led a High-Performing Team: Managed a team of 1 Data Analyst, 1 CRM Manager, and 4 Engineers, driving CRM strategy and project execution.• Reduced CRM Tech Costs by 10%: Optimized CRM systems and processes, achieving a 10% reduction in technology costs while improving system efficiency.• Prepared for International Expansion: Improved multi-channel engagement strategies, increased email opt-in rates from 45% to 55-60%, and laid the foundation for international CRM initiatives.
- DeliverooSenior Lifecycle ManagerJanuary 2022 - June 2022 (5 months)• Led a Team of Four Senior CRM Executives: Developed and executed CRM lifecycle strategies across different customer stages using Braze.• Optimised and Executed Automated Campaigns: Managed campaigns including abandon browse, abandon basket, and recommendations triggers.• Collaborated with Cross-Functional Teams: Created dynamic, personalised multi-step, multi-channel lifecycle campaigns.• Engaged Stakeholders: Identified issues and opportunities, aiming for a 6% incremental order volume target.• Conducted AB Experiments: Optimised offer mechanics and used tools like Looker for result analysis.• Managed Multi-Million CRM Budget: Ensured financial efficiency and maximised ROI.• Designed and Executed Deliveroo Rewards Challenge: Boosted incremental order volume and retention.
Recommendations
Education
- Bachelor of ScienceKings College University2004BSc (Hons) Mathematics and Computer Science
- Mathematics (B), Chemistry (B), Physics (B)Claremont High School2001Mathematics (B), Chemistry (B), Physics (B)