Customer Lifecycle Marketing Professional

Makemytrip; Gurugram District; On-site; INR 2,600,000 - 3,800,000; Full time

Job summary

MakeMyTrip is seeking a Manager—Customer Lifecycle Marketing to lead growth initiatives across on-app CLM channels in Gurugram. You will drive onboarding, engagement, retention, and cross-sell/upsell efforts to maximize customer lifetime value, working with Product, Tech, Category, Revenue and Marketing teams.

The role requires strong ownership of end-to-end campaign delivery, data-driven decision making, and collaboration across stakeholders to optimize journeys and messaging using AI-based

Qualifications

• MBA in Marketing from a reputed institute with 4–6 years of hands-on marketing experience.
• Hands-on experience with web analytics tools (Adobe Analytics / Google Analytics) and CRM platforms (MoEngage, CleverTap, WebEngage, etc.)

Responsibilities

• Drive growth through end-to-end campaigns across the app CLM channels, from concept to execution.
• Design and manage customer lifecycle journeys for onboarding, engagement, retention, and reactivation of customers.
• Leverage AI for segmentation and personalization to tailor experiences and offers.
• Analyze campaign and customer data to uncover insights and opportunities for journey improvements.
• Own delivery of campaigns and personalization initiatives, coordinating with Product, Tech, Category, Revenue, and Marketing teams.

Skills

Lifecycle marketing

Growth marketing

Data-driven decisions

Campaign management

Cross-functional collaboration

Education

MBA in Marketing (4–6 years experience)

Tools

Adobe Analytics

Google Analytics

MoEngage

CleverTap

WebEngage

Job description

Role: Customer Lifecycle Marketing
Level: Manager
Reporting To: Senior Manager
Location: Gurugram

About the Function

The Marketing function at MakeMyTrip is responsible for building a strong brand presence, driving customer acquisition, and maximizing engagement across all channels. By combining creativity with data-driven insights, the team designs and executes targeted campaigns that deliver measurable business impact. Within this, the Customer Lifecycle Marketing (CLM) team owns the strategy and execution of end-to-end lifecycle initiatives across the customer journey- onboarding, engagement, retention, and loyalty. The team focuses on maximizing customer lifetime value (LTV) through data-driven, personalized marketing interventions

About the role:

MakeMyTrip is seeking a highly motivated Manager- Customer Lifecycle Marketing to drive growth initiatives across on-app CLM channels. This role involves managing customer experience across lifecycle stages (onboarding, engagement, retention, cross-sell, and upsell), with the objective of maximizing customer lifetime value.

What willyou be doing:

• Campaign Management: Drive growth through sale campaigns across the app and CLM channels, owning its end-to-end conceptualization, design, and execution. Extract and leverage data-led insights into travel use cases, curate relevant offers, and design marketing pages to create seamless customer journeys that drive incremental user engagement and conversion.
• Customer Lifecycle Journeys: Design and execute customer lifecycle journeys to drive engagement, retention, and reactivation of lapsed customers within the assigned customer base. Leverage CLM tools to deliver timely, relevant communications across in-app notifications, emails, and WhatsApp.
• AI-led Segmentation Personalization: Leverage AI to deliver personalization at scale by translating user travel intent and customer signals into dynamic segments and tailored experiences. Drive initiatives that match customers with relevant offers, messages, and value propositions across the app and CRM channels to increase incremental conversion.
• Data Analysis Insights: Leverage customer and campaign data to uncover insights into travel preferences, behaviour, and purchase patterns. Identify unmet customer needs and growth opportunities, and translate findings into recommendations for campaign themes, offer curation, and customer journey improvements.
• Project Stakeholder Management: Own end-to-end delivery of campaigns, lifecycle journeys, and personalization initiatives. Work closely with Product, Tech, Category, Revenue, and Marketing teams to align priorities, manage dependencies, and ensure timely execution.

Qualification Experience:

• MBA from a reputed institute with 46 years of hands-on experience in marketing within app-first, consumer-facing digital platforms, with exposure to lifecycle management or growth marketing
• Hands-on experience with web analytics tools (Adobe Analytics / Google Analytics) and CRM platforms (MoEngage, Clevertap, WebEngage, etc.)

Key Success Factors for the Role:

• Customer-Centric Mindset: Understand customer behaviour and travel intent to create relevant offers, personalized communications, and intuitive customer experiences.
• Analytical Skills: Translate customer data into actionable insights that inform campaign strategy, targeting, and personalization.
• Execution Excellence: Take ownership from conceptualization through launch and optimization, with a focus on incremental engagement, conversion, and growth.
• Stakeholder Leadership: Influence stakeholders, align competing priorities, and drive execution across Product, Tech, Category, Revenue, and Marketing teams.