Shruti Potdar

About

With a Bachelor of Science in Individualized Studies from the University of Connecticut, I have cultivated a robust career in customer relationship management and marketing strategy. Currently, I serve as the Director of CRM & Loyalty at Ideal Image, where I lead initiatives to enhance customer experience and drive loyalty. My efforts have significantly boosted cross-shopping and sales through personalized strategies. Previously, as the Global Customer Engagement & Strategy Manager at Coach, I retained over 100K customers and improved in-store usage by leveraging customer feedback. At American Express, I spearheaded marketing campaigns that increased customer engagement and generated millions of impressions. My career began at Citi, where I gained foundational experience as a Sales and Operations Analyst. My expertise lies in developing data-driven strategies that enhance customer retention and drive business growth.

Experience

• Director of CRM & Loyalty · Ideal Image07-01-2022

  Lead CRM strategy for existing customer portfolio and drive loyalty & retention. Launched 30+ initiatives to enhance customer experience via innovative acquisition, retention, LTV, frequency, and reactivation strategies across all channels and segments. Boosted cross-shopping year over year, achieving high sales by implementing systemic personalized contact strategy for members. Drove an increase in sales and customer lifetime value by constructing a personalized outreach plan for VIP customers. Improved loyalty and retention for a premium customer profile through CRM strategy.

• Global Customer Engagement & Strategy, Manager · Coach01-01-2019 – 07-01-2022

  Generated high sales, retaining over 100K customers through analysis of qualitative and quantitative feedback to improve the Coach Insider Membership program. Achieved an increase in in-store usage through customer experience evaluations using KPIs like NPS, Overall Satisfaction, and Store Experience Drivers. Orchestrated Coach's Global Customer Feedback program across 400+ stores and 10+ digital sites, utilizing insights to improve experience, increase sales, and strengthen retention.

• Marketing Consultant - Global Merchant Services · American Express08-01-2015 – 10-01-2018

  Led an increase in spend and generated 9M+ impressions via design and full cycle execution of 15+ digital and traditional marketing campaigns. Grew customer rate 150% collaborating with large tech accounts to develop and launch omnichannel marketing programs. Generated over 6M organic searches by potential customers partnering with digital teams to improve the Shop Small Map experience and linking card members. Utilized card member insights and data to produce post-campaign recommendations, forecasts, and performance analyses for internal stakeholders and merchant partners.

• Analyst Program · Citi06-01-2012 – 08-01-2015

  Sales Analyst at Citi Treasury and Trade Solutions and Operations Analyst at Citi Private Bank.

Education

• University of ConnecticutBachelor of Science, Individualized

Similar talent on Pangea

Judith M.Retention Leader | CRM Expert | Customer Experience FocusedLos Angeles, CALizAnn (.Senior Director of Customer Experience | Retention & CSAT Leader | Builds High-Performance CX TeamsDenver, COJordan A.Lifecycle Marketing Director | Customer Engagement ExpertEric R.CRM, Marketing Automation, Email/SMS Marketing, Strategy, Lifecycle Marketing, RetentionLos Angeles, CA