Piyush Kothari Joins Croma as Chief Customer Experience Officer, Leading Omnichannel Retail Strategy

Consumer electronics retailer Croma has appointed Piush Kothari as Chief Customer Experience Officer, tasked with crafting omnichannel engagement strategies, customer-centric initiatives, and loyalty frameworks across 500+ stores and digital platforms. Kothari’s leadership arrives amid Croma’s aggressive expansion targeting ₹20,000 crore revenue by FY28 through experiential retail and e-commerce convergence.
Kothari brings proven digital transformation expertise from EVP & Head Subscriptions and Media at JioHotstar, where his team scaled D2C revenues, acquired 1 million+ customers in 4 months at industry-leading CoCA, and achieved ₹1 billion monthly UPI processing. Disney+ Hotstar tenure oversaw product management, growth, and partnerships across Singapore, Canada, UK markets, while Welspun World/Aditya Birla/Accenture/Shell roles honed digital strategy, P&L ownership, and business transformation.
Croma, Infiniti Retail Ventures (Tata Digital)-backed, commands 8% national CE market share with 450 stores, 5 million app users. Kothari inherits a high-impact portfolio navigating premiumisation (smart home appliances +45% YoY), omnichannel integration (60% online orders in-store pickup), and Gen Z experiences (AR try-ons, subscription models).
IIM Ahmedabad alumnus, Kothari’s customer obsession philosophy aligns with Croma’s Store 3.0 experiential formats featuring demo zones, cafes, and service hubs, driving 30% repeat visits.