Digital & E-Commerce

Air India Express; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Air India Express is seeking a highly analytical Customer Lifecycle Management (CLM) & Martech leader to drive engagement, repeat bookings, and ancillary revenue through data-led lifecycle marketing.

You will own the end-to-end lifecycle strategy and execute across Email, WhatsApp, Push, In‑App Messages, SMS, RCS, and other channels, while managing customer data, segmentation, personalization, and experimentation within the Martech stack.

Qualifications

• Bachelor's degree in Marketing, Business, Engineering, Analytics, or related field.

Responsibilities

• Develop lifecycle marketing strategies across the customer journey.
• Own end-to-end lifecycle marketing strategy and execution across channels (Email, WhatsApp, Push, In‑App, SMS, RCS).
• Manage customer data and enable segmentation, personalization, and experimentation.
• Plan, execute, and optimize campaigns across email, messaging, and mobile channels.
• Act as business owner for lifecycle marketing platforms and Martech stack.
• Build and manage segments, consent and preferences, and data governance.
• Translate insights into measurable commercial impact.

Skills

Lifecycle marketing

Data analytics

Campaign management

Martech platforms

Education

Bachelor's degree in Marketing, Business, Engineering, Analytics, or related field

Tools

Email

WhatsApp

Push Notifications

In-App Messages

SMS

RCS

Job description

We are looking for a highly analytical and execution-focused Customer Lifecycle Management (CLM) & Martech to drive customer engagement, repeat bookings, ancillary revenue, and digital channel growth through data-led lifecycle marketing.

The role will own the end-to-end lifecycle marketing strategy and execution across customer journeys, leveraging Email, WhatsApp, Push Notifications, In-App Messages, SMS, RCS, and other emerging channels to maximize customer conversion, retention, ancillary attach rates, and revenue.

The incumbent will also be responsible for managing customer data within Martech platforms, enabling customer segmentation, personalization, experimentation, and optimization across the airline's digital ecosystem.

Duties and Responsibilities

Key Responsibilities

• Customer Lifecycle Marketing
• Develop and execute lifecycle marketing strategies across the customer journey, including:
• Acquisition
• Onboarding
• Book
• Pre-travel
• Day of travel
• Post-travel
• Loyalty and retention
• Design and manage:
• Mass campaigns
• Trigger-based campaigns
• Identify opportunities to improve:
• Repeat purchase rates
• Conversion rates

2. Revenue & Ancillary Growth

Own lifecycle-led revenue generation initiatives across:

• Seats
• Meals
• Priority Services
• Travel insurance
• Airport services
• Partner products
• Loyalty-related offers

Key objectives:

• Improve ancillary attach rates
• Increase ancillary revenue per passenger
• Drive booking conversion improvements
• Maximize campaign-attributed revenue

3. Campaign Management

Plan, execute, and optimize campaigns across:

• Email
• WhatsApp
• SMS
• RCS
• Mobile Push Notifications

Responsibilities include:

• Campaign ideation
• Audience targeting
• Journey orchestration
• Delivery monitoring
• Performance reporting

4. Martech Platform Management

Act as business owner for lifecycle marketing platforms and associated Martech stack.

Responsibilities include:

• Campaign orchestration configuration
• Data quality and audience governance
• Journey automation setup
• Consent and preference management
• Integration requirements with digital systems

Work closely with:

• Product teams
• Engineering teams
• Analytics teams
• Loyalty teams

5. Customer Data & Audience Management

• Manage first-party customer data within Martech ecosystems.
• Build customer segments based on:
• Behavioral signals
• Loyalty status
• Ensure customer data is:
• Accurate
• Actionable
• Compliant
• Continuously enriched

Support creation of:

• Single customer view
• Website
• Email
• Customer Journeys

Responsibilities:

• Recommendation strategies
• Dynamic content targeting
• Audience personalization
• Behavioral targeting
• Contextual offers

Own experimentation roadmap including:

• A/B Testing
• Multivariate Testing
• Landing Page Testing
• Journey Optimization
• Offer Optimization

Translate learnings into measurable commercial impact.

7. Analytics & Performance Monitoring

Track and report lifecycle performance against business KPIs.

Key metrics include:

Revenue Metrics

• Campaign-attributed revenue
• Incremental revenue
• Ancillary revenue contribution

Customer Metrics

• Repeat booking rate
• Active customer base

Campaign Metrics

• Open rate
• CTR
• Conversion rate
• Deliverability metrics

Optimization Metrics

• Test win rates
• Funnel improvement
• Ancillary attachment rates
• Automated customer journeys
• Revenue-generating campaigns
• Ancillary upsell programs
• Personalization roadmap execution
• Martech optimization initiatives
• Monthly business performance reports

Knowledge, Skills and Experience

Qualification

• Bachelor's degree in Marketing, Business, Engineering, Analytics, or related field.