Head of CRM Strategy

We are looking for a visionary, empathetic, and data-driven Head of CRM Strategy (B2B) to lead vendor lifecycle and communication strategies across our food delivery marketplace. This role is critical to shaping how restaurants and vendor partners engage with our platform—from onboarding and education, to growth, retention, and reactivation.

As the head of the B2B CRM function, you will build and lead a team responsible for end-to-end vendor lifecycle management. You will work cross-functionally with Vendor Ops, Product, Marketing, BI, and Local Market teams to design personalized, high-impact communications that drive operational excellence and long-term vendor success.

You are both a strategic thinker and a hands-on problem solver, passionate about empowering small and large businesses through intelligent systems, seamless communication, and deep human understanding.

Key Responsibilities:

Strategic Leadership & Vision

• Develop and own the end-to-end CRM strategy for restaurant/vendor partners, with a clear view of the vendor journey—from onboarding to maturity to inactivity/reactivation.
• Define success metrics for each stage and build programs that move vendors forward.
• Champion a customer-centric, insight-led culture, embedding empathy into all communications and lifecycle touchpoints.
• Represent the vendor voice in senior leadership conversations.

Lifecycle Design & Engagement

• Architect lifecycle journeys across key stages: Incubation, Growth, At-Risk, Dormant, and Top Performers.
• Create frameworks for timely, relevant, and personalized communication across Email, WhatsApp, in-portal messaging, webinars, tooltips, SMS, and offline nudges.
• Partner with Product and Ops to drive behavioral nudges, feature adoption, and performance coaching through CRM.

Team Building & Management

• Build and lead a high-performing CRM team including campaign managers, automation specialists, content strategists, and analysts.
• Foster a culture of autonomy, curiosity, accountability, and care within the team.
• Coach team members in stakeholder collaboration, data storytelling, and experimentation.

Data, Insights & Experimentation

• Partner with BI to build dashboards and models for vendor segmentation, health scoring, churn prediction, and campaign performance.
• Champion a culture of continuous experimentation: A/B testing messaging, formats, frequency, and incentives to identify the highest-performing combinations.
• Turn raw data into actionable insights that directly impact business KPIs.

Cross-Functional Leadership

• Act as the connective tissue between Vendor, Ops, Product, Tech, Brand, and Local Market teams to bring cohesive lifecycle experiences to life.
• Collaborate on campaigns for subscription upsells, promotional partnerships, training programs, seasonal readiness, and more.
• Work with Tech/Product to scale CRM tooling, integrations, and automation capabilities.

Tooling & Infrastructure

• Own the CRM stack (e.g., Braze, Salesforce, MoEngage, CleverTap), ensuring it supports personalization, segmentation, automation, and measurement.
• Streamline processes for campaign creation, testing, QA, and reporting.
• Drive continuous improvement of tools, workflows, and data hygiene.