Kaya — Driving Premium CX, Local Marketing & Influencer Activation

⭐ Problem

High traffic but inconsistent retention, poor CRM discipline, and weak cross-sell clarity. Premium pricing did not match customer experience.

⭐ Insight

✦ CX + CRM + merchandising must work together
✦ HNIs, influencers & doctors were under-tapped
✦ Localized marketing was the biggest opportunity
✦ Clinic environment must reflect premium identity

⭐ Strategy

✦ CX workflow optimization
✦ Loyalty + CRM adoption
✦ In-clinic merchandising
✦ Local marketing & community outreach
✦ Influencer campaigns
✦ Dermathon experiential event

⭐ Execution

✦ Prime Clinic #1 for 10 consecutive months
✦ Managed CRM audits, documentation, follow-ups via ManageMySpa
✦ Handled stock, inventory, profitability audits
✦ Led Dermathon (national event) & motivated dermatologists
✦ Activated influencer partnerships (actors, artists, HNIs in Juhu)
✦ Upgraded in-clinic communication & premium merchandising

⭐ Impact

✦ High repeat visits & strong CX satisfaction
✦ Higher-value conversions from HNIs
✦ Strong cross-sell & loyalty adoption
✦ Clinic ranked #1 nationally