Customer Lifecycle Marketing Manager

What you will be expected to do:

• Define and oversee the global Customer Lifecycle Marketing (CLM) strategy aligned with business growth priorities.
• Design lifecycle programmes across the customer journey, including onboarding, activation, engagement, retention, cross-sell, upsell, renewal, and win-back.
• Develop customer engagement strategies that improve customer lifetime value (LTV) and repeat purchase behavior.
• Identify opportunities to enhance customer experience through personalized communication.
• Oversee end-to-end execution of CRM campaigns across multiple communication channels.
• Plan, create, schedule, execute, and refine campaigns across WhatsApp, SMS, Email, RCS, Push Notifications (where applicable), In-app messaging (where applicable)
• Ensure timely delivery of business-critical campaigns.
• Coordinate campaign calendars with Product, Brand, Sales, and Business teams.
• Maintain campaign quality, governance, and execution excellence.
• Design and refine automated customer journeys across different lifecycle stages.
• Build personalised customer communication flows based on customer behaviour and business rules.
• Implement trigger-based campaigns for Welcome journeys, Product onboarding, Cart abandonment (where applicable), Payment reminders, Repeat purchase, Cross-sell & upsell, Customer reactivation and Referral programmes
• Continuously enhance journey performance through testing and optimization.
• Oversee the lifecycle marketing technology ecosystem.
• Work extensively with CRM and marketing automation platforms including: CleverTap, MoEngage, Salesforce Marketing Cloud and Adobe Campaign.
• Configure customer segments, journeys, triggers, campaigns, and automation workflows.
• Work closely with Product and Engineering teams to implement new channel integrations and enhance platform capabilities.
• Assess and recommend new MarTech solutions that strengthen customer engagement and automation.
• Develop customer segmentation strategies using behavioural, transactional, and demographic data.
• Deliver personalised communications across lifecycle stages.
• Build dynamic audience segments for targeted campaigns.
• Improve engagement through contextual and data-informed messaging.
• Monitor campaign performance across all CRM channels.