Manager - Customer Lifecycle and Campaign Management

About the Role

Own and scale Customer Lifecycle Management to drive retention, repeat purchase, and customer lifetime value through intelligent segmentation, automated journeys, and high-performing lifecycle campaigns across email, SMS, WhatsApp, push, and in-app).

Responsibilities

• Define and operationalize the lifecycle strategy across stages such as onboarding, activation, repeat, loyalty, churn prevention, and win-back.
• Build a segmentation and personalization framework using behavioral, transactional, and preference data.
• Design, launch, and optimize always-on journeys (trigger-based and scheduled), including cart and browse recovery where relevant.
• Own the lifecycle campaign calendar, ensuring tight alignment with brand, performance marketing, product, and commercial teams.
• Drive experimentation: A/B tests, holdouts, incremental lift measurement, and continuous optimization.
• Partner with product, engineering, and data teams to ensure event tracking, data quality, and reliable automation.
• Establish governance across consent, frequency caps, deliverability, and customer experience guardrails.

Required Skills

• 7 to 10+ years in CRM, lifecycle, or growth marketing, with ownership of outcomes.
• Strong hands-on capability with lifecycle tools (for example Braze, MoEngage, CleverTap, Salesforce Marketing Cloud, HubSpot).
• Strong analytical orientation, comfortable with cohort analysis, incremental measurement, and channel diagnostics.
• Working knowledge of data concepts (events, attributes, identity resolution), and comfort collaborating with engineering and analytics.
• Strong stakeholder management and crisp communication.

Preferred Skills

• Experience in e-commerce, retail, fintech, mobility, or subscription businesses.
• Exposure to CDPs, experimentation platforms, and BI tools (Looker, Power BI, Tableau).