About the role
- Create, manage, and optimize lifecycle journeys across Email, WhatsApp, SMS, Push Notifications, In-App, and other channels.
- Build and execute automated customer journeys for onboarding, activation, retention, re-engagement, churn prevention, and win-back campaigns.
- Create audience segments based on customer behavior, demographics, engagement, and transaction data.
- Set up and monitor campaigns in CleverTap, WebEngage, MoEngage, or similar CRM platforms.
- Conduct A/B testing on messaging, creatives, timing, channels, and user journeys to improve performance.
- Track campaign performance and share actionable insights through regular reporting.
- Work closely with Product, Analytics, Design, and Content teams to improve customer engagement and conversion.
- Ensure data accuracy and campaign quality through regular audits and testing.
- Analyze customer behavior and identify opportunities to improve retention, repeat usage, and customer lifetime value.
- 3–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Engagement.
- Hands-on experience with at least one CRM automation platform such as CleverTap, WebEngage, MoEngage, or similar.
- Strong understanding of customer lifecycle management and marketing automation.
- Experience in customer segmentation, cohort analysis, and campaign optimization.
- Knowledge of Email, WhatsApp, SMS, Push Notifications, and In-App engagement channels.
- Strong analytical skills with the ability to interpret campaign and customer data.
- Familiarity with A/B testing methodologies and performance measurement.
- Basic understanding of SQL and analytics tools is a plus.
- Excellent communication and stakeholder management skills.
- Experience working in E-commerce, Fintech, Consumer Internet, HealthTech, EdTech, Gaming, Subscription, or Marketplace businesses.
- Exposure to retention, loyalty, subscription, or repeat purchase programs.
- Experience handling large customer databases and high-volume campaigns.