Job Description
๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ญ๐ฒ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฎ๐ณ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ญ๐ฒ-๐ฎ๐ณ ๐๐ฃ๐)
Experience: 5+ yrs
Location: Mumbai, Maharashtra, India
Job Type: Full-time
We are seeking a results-driven CRM & Customer Lifecycle Manager to lead customer engagement, activation, retention, and lifecycle marketing initiatives across a growing advisor ecosystem. This role is ideal for professionals who are passionate about improving user adoption, driving repeat engagement, and maximizing customer lifetime value through data-driven marketing strategies and personalized customer experiences.
As a CRM & Customer Lifecycle Manager, you will own the end-to-end customer journey by designing and executing targeted lifecycle campaigns, optimizing onboarding experiences, and developing retention strategies that increase platform engagement and long-term customer loyalty. You will collaborate closely with Product, Sales, Analytics, Business, and Technology teams to enhance feature adoption, reduce churn, and deliver measurable business growth through customer-centric initiatives.
Requirements
Key Responsibilities
- Own and execute the end-to-end customer engagement, activation, and retention strategy across the advisor lifecycle.
- Drive onboarding initiatives to improve user activation and reduce time-to-first transaction.
- Increase platform engagement by improving monthly and weekly active users through targeted lifecycle programs.
- Design and execute personalized multi-channel campaigns across WhatsApp, email, SMS, push notifications, in-app messaging, and outbound communication.
- Develop customer segmentation strategies based on user behavior, lifecycle stage, geography, and business potential.
- Identify churn indicators and implement proactive retention and win-back campaigns.
- Collaborate with Product teams to improve onboarding experiences, feature adoption, and in-app engagement.
- Partner with Sales, Business, CRM, Analytics, and Technology teams to deliver integrated customer engagement initiatives.
- Drive experimentation through A/B testing to continuously optimize campaign performance and customer journeys.
- Define, monitor, and analyze key engagement metrics, customer behavior, and lifecycle dashboards to support data-driven decision-making.
- Recommend product and customer experience improvements based on customer insights and behavioral analytics.
- Develop and optimize referral, loyalty, and rewards programs that improve customer retention and lifetime value.
- Ensure marketing automation workflows are scalable, efficient, and continuously optimized for performance.
What Makes You a Great Fit
- 5+ years of experience in CRM, Customer Lifecycle Management, Growth Marketing, Product Marketing, or Customer Retention
- Hands-on experience with customer engagement platforms such as MoEngage, CleverTap, WebEngage, Braze, or similar marketing automation tools.
- Strong analytical skills with proficiency in SQL, Advanced Excel, GA4, Mixpanel, Amplitude, or comparable analytics platforms.
- Proven experience designing, executing, and optimizing lifecycle marketing campaigns across multiple digital channels.
- Strong understanding of customer segmentation, behavioral analytics, retention strategies, and lifecycle optimization.
- Experience conducting A/B testing, experimentation, and campaign performance analysis to drive continuous improvement.
- Ability to define, monitor, and improve engagement metrics such as activation, retention, feature adoption, churn, campaign conversion, and customer lifetime value.
- Excellent stakeholder management and collaboration skills with experience working across Product, Sales, Analytics, Business, and Technology teams.
- Strong communication, problem-solving, and strategic thinking abilities with a customer-first mindset.
- Passion for building scalable customer engagement programs that drive long-term business growth and customer loyalty.
