Lifecycle Marketing Manager

CRM Marketing Manager

Location: Gurgaon

Work Model: Hybrid

Experience: 3–8 years

Employment Type: Full-time

About Thrillophilia

Thrillophilia is one of Indias leading experiential travel platforms, helping over 2 million travellers discover and book curated holidays and experiences across India and the world.

We are a digital-first, rapidly scaling business where customer journeys are shaped through data, technology, creativity, and continuous experimentation.

About the Role

We are looking for a CRM Manager who can design customer journeys that convert interest into bookings, first-time customers into repeat travellers, and inactive users into engaged customers.

• This is not a traditional CRM operations role focused only on workflows and campaign execution.
• You will own what we communicate, to whom, at what moment, through which channel, and how that communication influences customer behaviour.
• The role combines lifecycle marketing, customer psychology, copywriting, segmentation, automation, and experimentation.
• What You Will Own
• Customer Journeys

• Design and optimise lifecycle journeys across acquisition, onboarding, booking, retention, cross-sell, and win-back.
• Build automated, behaviour-led journeys across Email, WhatsApp, Push Notifications, SMS, and In-App Messaging.
• Segment users based on intent, engagement, booking behaviour, demographics, and lifecycle stage.
• Identify customer drop-offs and create relevant interventions to improve engagement and conversion.

Messaging and Content

• Own the messaging strategy across all CRM channels.
• Write and refine concise, persuasive, conversion-focused micro-copy.
• Create behavioural nudges that encourage bookings, repeat purchases, and deeper engagement.
• Work with Design and Content teams to build visually strong and brand-consistent communication.
• Adapt messaging for different customer segments and stages of the journey.

Testing and Optimisation

• Run A/B tests across subject lines, copy, CTAs, send times, audience segments, offers, and journey logic.
• Analyse campaign and customer behaviour data to improve performance.
• Build weekly and monthly CRM calendars and performance dashboards.
• Translate data into clear recommendations that improve customer engagement and revenue.

Cross-Functional Collaboration

• Partner with Product, Growth, Data, Design, Engineering, and Content teams.
• Align CRM journeys with campaigns, product launches, and business priorities.
• Advocate for thoughtful, timely, and customer-first communication across the organisation.

What We Are Looking For

• 3–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Growth Marketing.
• Proven experience building and managing customer lifecycle journeys.
• Strong understanding of segmentation, personalisation, automation, and retention.
• Excellent copywriting skills, particularly for Email, WhatsApp, Push Notifications, SMS, and In-App Messaging.
• Hands-on experience with platforms such as CleverTap, MoEngage, WebEngage, or similar tools.
• Strong analytical ability and experience with A/B testing and performance reporting.
• Curiosity about customer behaviour and what motivates people to act.
• Strong collaboration and stakeholder-management skills.

Good to Have

• Experience in travel, consumer internet, e-commerce, marketplaces, or high-growth startups.
• Understanding of behavioural psychology, persuasion, and habit-forming product design.
• Familiarity with AI-led personalisation and CRM automation.

Key Metrics

• CRM-attributed bookings and revenue
• Conversion and booking rates
• Customer retention and repeat purchases
• Customer lifetime value
• Engagement across CRM channels
• Experiment velocity and improvement rate
• Reactivation of inactive users

Why Join Thrillophilia

• Shape customer journeys for millions of travellers.
• Own a high-impact function with direct business visibility.
• Experiment across multiple channels, audiences, and customer segments.
• Work closely with Product, Growth, Data, Design, and Engineering teams.
• Build CRM as a growth engine, not merely a communication channel.

We are looking for someone who believes that every message should have a reason, every journey should have an objective, and every campaign should create measurable customer or business value.