Jitendra Gopalan

Associate Vice President - Retention Marketing (CRM) and Growth | New Delhi, Delhi, India

Professional Overview

Jitendra Gopalan is an accomplished marketing and growth strategist with extensive experience in the healthcare and financial services industries. As the Associate Vice President of Retention Marketing (CRM) and Growth at Medanta, he is responsible for driving customer engagement, loyalty, and revenue growth through data-driven marketing initiatives. He also serves as the Founder Team Lead for CRM, Analytics, and Loyalty Operations at Apollo 24|7, where he spearheads the development of innovative digital solutions to enhance the patient experience.

Experience Summary

Current Roles

Associate Vice President - Retention Marketing (CRM) and Growth, Medanta

• Oversee the development and implementation of comprehensive CRM strategies to improve customer retention and lifetime value

• Lead cross-functional teams in designing and executing highly targeted, data-driven marketing campaigns that drive measurable business results

• Leverage advanced analytics and customer insights to optimize marketing channels, messaging, and customer engagement tactics

• Collaborate with senior leadership to align CRM initiatives with the organization's broader growth and strategic objectives

Founder Team | Lead - CRM, Analytics & Loyalty Operations, Apollo 24|7

• Establish the CRM, analytics, and loyalty operations function for Apollo 24|7, a pioneering digital healthcare platform

• Develop and implement cutting-edge customer engagement and retention strategies to enhance the patient experience and drive sustainable growth

• Utilize predictive analytics and data-driven insights to personalize the customer journey and maximize lifetime value

Deputy General Manager - Loyalty Operations, Apollo Hospitals

• Spearheaded the design and implementation of the Apollo Hospitals Loyalty Program, a comprehensive customer loyalty initiative

• Drove the integration of customer data and advanced analytics to optimize program benefits, rewards, and engagement mechanisms

• Collaborated with cross-functional teams to enhance the overall customer experience and strengthen brand loyalty

Career Progression

Prior to his current roles, Jitendra held senior positions at Aimia Inc. and ICICI Bank, where he demonstrated a consistent track record of driving marketing innovation and delivering measurable business impact.

Senior Manager - Campaign Strategy and Operations, Aimia Inc.

• Developed and executed data-driven marketing campaigns that drove customer acquisition, retention, and revenue growth for leading brands

• Leveraged predictive analytics and customer insights to optimize campaign performance and return on investment

• Collaborated with cross-functional teams to streamline marketing operations and enhance the customer experience

Chief Marketing Manager, ICICI Bank

• Spearheaded the development and implementation of highly targeted digital marketing strategies to acquire and retain customers

• Utilized data analytics and customer segmentation to personalize the user experience and improve customer engagement

• Implemented AI-powered chatbots and digital self-service tools to enhance the overall customer journey

Academic Background

Jitendra holds a Master of Business Administration (MBA) degree from the prestigious Indian Institute of Management (IIM), Lucknow, where he specialized in Marketing and Strategy.

Areas of Expertise

• Customer Relationship Management (CRM) and Loyalty Program Strategy

• Data-driven Marketing and Campaign Optimization

• Digital Transformation and Customer Experience Enhancement

• Predictive Analytics and Customer Insights Generation

• Cross-functional Team Leadership and Collaboration

Professional Impact

• Played a pivotal role in the successful launch and growth of the Apollo Hospitals Loyalty Program, resulting in a 25% increase in customer retention and a 15% uplift in revenue

• Spearheaded the development of AI-powered chatbots and self-service tools at ICICI Bank, leading to a 30% reduction in customer support inquiries and a 20% improvement in customer satisfaction

• Leveraged advanced analytics and personalization to drive a 22% increase in email campaign conversion rates and a 18% uplift in customer lifetime value for Aimia Inc.

Conclusion

With his exceptional track record in CRM, marketing, and customer experience management, Jitendra Gopalan is a strategic leader who consistently delivers measurable business impact. His deep industry expertise, data-driven approach, and collaborative leadership style make him a valuable asset in driving sustainable growth and innovation within the healthcare and financial services sectors.