Customer Lifecycle Manager

Oswaal Books; Agra District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Oswaal Books is seeking a Customer Lifecycle Manager in India to own post-purchase lifecycle strategies and drive repeat purchases through data-driven communication across WhatsApp, Email, SMS and other CRM channels.

You will build automated journeys, segment customers by purchase history and engagement, and collaborate with Marketing, E-commerce, Tech and Data teams to identify growth opportunities. Experience in D2C/retail/edtech sectors is preferred.

Qualifications

• 3-6 years of experience in CRM/retention marketing or customer engagement.
• Hands-on experience with WhatsApp Marketing, Email Marketing and SMS platforms.
• Strong understanding of customer segmentation, marketing automation and lifecycle journeys.
• Analytical mindset with ability to work with customer and transaction data.

Responsibilities

• Own the customer lifecycle after first purchase and drive repeat purchases, retention, engagement and LTV through data-driven communication.
• Build and execute customer lifecycle journeys across WhatsApp, Email, SMS and other retention channels.
• Drive repeat purchase revenue from existing customers.
• Create automated journeys for cross-sell, upsell, replenishment, new launches, offers and win-back.
• Plan and execute WhatsApp broadcasts, email campaigns and SMS campaigns.
• Build triggers like post-purchase, abandoned cart, product recommendations and inactive-customer reactivation.
• Improve open rates, CTR, conversion rates, repeat purchase rate and ROI via experimentation and A/B testing.
• Work with Marketing, Category, E-commerce, Tech and Data teams to identify lifecycle growth opportunities.
• Maintain campaign calendars, dashboards and regular performance reporting.

Skills

CRM & retention

Lifecycle marketing

Data-driven decisions

A/B testing

Customer segmentation

Tools

WhatsApp marketing

Email marketing

SMS platforms

Job description

We are hiring for a Customer Lifecycle Manager

Own the customer lifecycle after the first purchase and drive repeat purchases, retention, engagement, and customer lifetime value (LTV) through data-driven communication across WhatsApp, Email, SMS and other CRM channels.

Key Responsibilities:-

• Build and execute customer lifecycle journeys across WhatsApp, Email, SMS and other retention channels.
• Drive repeat purchase revenue from existing customers.
• Segment customers based on purchase history, class/exam, category, engagement, recency and behaviour.
• Create automated journeys for cross-sell, upsell, replenishment, new launches, offers and win-back.
• Plan and execute WhatsApp broadcasts, email campaigns and SMS campaigns.
• Build triggers such as post-purchase, abandoned cart, product recommendations, exam milestones and inactive-customer reactivation.
• Continuously improve open rates, CTR, conversion rates, repeat purchase rate and campaign ROI through experimentation and A/B testing.
• Work closely with Marketing, Category, E-commerce, Tech and Data teams to identify lifecycle growth opportunities.
• Maintain campaign calendars, dashboards and regular performance reporting.

Key KPI's:-

Ideal Candidates:-

• 3-6 years of experience in CRM, Retention Marketing, Lifecycle Marketing or Customer Engagement.
• Hands-on experience with WhatsApp Marketing, Email Marketing and SMS platforms.
• Strong understanding of customer segmentation, marketing automation and lifecycle journeys.
• Highly analytical and comfortable working with customer and transaction data.
• Experience in D2C, E-commerce, EdTech, Retail or Consumer businesses preferred.

What are we looking for:-

A revenue-focused lifecycle marketer who doesn't just send campaigns—but understands customer behaviour and can systematically turn first-time buyers into repeat customers.