MIKHAIL DADOV
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Mikhail Dadov

Retail CRM Strategy

Retail CRM Strategy: omnichannel retention, loyalty, customer identity, and revenue contribution. Senior CRM strategy and leadership.

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When I am the best fit

I connect omnichannel retention, loyalty, customer identity, and revenue contribution with customer economics, clear decision rights, and cross-functional leadership.

  • Retail teams with strong customer volume but weak repeat revenue discipline
  • Teams where CRM, product, analytics, and commercial owners still work in parallel
  • Leaders who need a commercially grounded operating model, not more channel activity
What clients get
  • Sharper lifecycle and retention priorities tied to repeat revenue
  • Clear ownership across CRM, product, analytics, and vendors
  • A roadmap that fits commercial pressure, team reality, and platform constraints
Typical scope
  • CRM audit, lifecycle redesign, and retention roadmap
  • Segmentation, CDP/CRM logic, and measurement model
  • Fractional leadership or senior advisory for execution quality
Experience and results

M.Video–Eldorado: a 20-person function and 40M customers

I led CRM, loyalty, partnerships, and analytics, unified two loyalty programs for 40M customers, and coordinated a 48-hour migration. CRM contribution to revenue rose from 5% to 10% and annual churn fell from 42% to 34%. Finance-approved budgets, control groups, and quarterly ROI reviews made commercial ownership explicit.

When to bring me in
  • The customer base is large, but repeat behavior is unstable
  • CRM sends a lot, yet leadership still cannot see a reliable revenue line
  • The team needs a senior operator who can connect commercial reality with CRM work
Contact

Retail CRM Strategy: omnichannel retention, loyalty, customer identity, and revenue contribution. Senior CRM strategy and leadership.

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Questions teams usually ask

I connect omnichannel retention, loyalty, customer identity, and revenue contribution with customer economics, clear decision rights, and cross-functional leadership.

Questions teams usually ask

FAQ

Can the work extend beyond retail CRM?

Yes. The scope can include retention, lifecycle, loyalty, segmentation, and team leadership, depending on the business priorities.

Can you work with the current team and stack?

Yes. Most mandates start on top of an existing team, vendor setup, and platform stack. The job is to make that system commercially sharper and easier to run.

How do we start?

Start with a 1-hour consultation to review the goals, constraints, and data available. We then scope an audit, roadmap, or leadership engagement separately.