Lifecycle & Retention Lead

Thrillophilia.com; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Thrillophilia is seeking a Lifecycle & Retention Lead to own the customer journey after a traveller first interacts or books with us. The role focuses on increasing repeat bookings, reactivating dormant customers, building referrals, and improving customer lifetime value.

You will map journeys, identify disengagement points, and design interventions across the lifecycle. Lead AI-driven personalization and campaign automation while owning revenue targets.

Qualifications

• 5–10 years in lifecycle marketing, retention or CRM.
• Experience owning repeat revenue and LTV metrics.
• Strong segmentation, automation and experimentation.
• Hands-on with email, messaging channels and CRM tools.
• Ability to translate insights into campaigns and product interventions.
• Practical understanding of AI, personalization and marketing automation.
• Cross-functional leadership and execution discipline.
• Commercial ownership beyond campaign management.

Responsibilities

• Map the complete customer journey from enquiry to repeat purchase.
• Identify drop-offs and high-potential cohorts.
• Build lifecycle journeys across WhatsApp, email, SMS, push and remarketing.
• Increase repeat bookings with personalised recommendations.
• Reactivate dormant leads and past travellers with targeted campaigns.
• Design and scale referral, loyalty and advocacy programmes.
• Develop journeys for abandoned enquiries and post-trip engagement.
• Run experiments across messaging, offers, timing, channels and segments.
• Build dashboards for retention metrics and CLV.
• Own the retention roadmap, revenue targets and calendar.
• Analyse customer behaviour and identify actionable cohorts.
• Predict the next-best destination, product or communication.
• Personalise messages and offers at scale.
• Generate and test multiple creative variants.
• Automate lifecycle journeys, reporting and campaign operations.
• Analyse customer conversations and reasons for disengagement.
• Identify churn risks and trigger timely interventions.
• Accelerate experimentation without generic communication.

Skills

Lifecycle marketing

CRM

Retention

Growth

Customer strategy

Automation

AI personalization

Cross-functional leadership

Experimentation

Campaign ownership

Tools

Email platforms

WhatsApp

Push notifications

SMS

CRM platforms

Job description

Thrillophilia is looking for a Lifecycle & Retention Lead to own the customer journey after a traveller first interacts or books with us.

About the Role

Your mandate is straightforward: increase repeat bookings, reactivate dormant customers, build referrals and improve customer lifetime value. This is not merely a CRM campaign-management role. You will identify where customers disengage, design interventions across the lifecycle and take commercial ownership of retention revenue.

Responsibilities

• Map the complete customer journey, from initial enquiry and booking to travel, post-trip engagement and repeat purchase
• Identify drop-offs, missed opportunities and high-potential customer cohorts
• Build lifecycle journeys across WhatsApp, email, SMS, push notifications and remarketing
• Increase repeat bookings through personalised destination and experience recommendations
• Reactivate dormant leads and past travellers through targeted campaigns
• Design and scale referral, loyalty and advocacy programmes
• Develop journeys for abandoned enquiries, incomplete bookings, upcoming travel and post-trip engagement
• Segment customers based on behaviour, destination, purchase history, value and travel intent
• Work with product, technology, sales, customer experience and performance-marketing teams
• Run structured experiments across messaging, offers, timing, channels and customer segments
• Build dashboards for retention, repeat rate, reactivation, referral revenue and customer lifetime value
• Own the retention roadmap, revenue targets and campaign calendar

AI-First Lifecycle Marketing

You will use AI intelligently to:

• Analyse customer behaviour and identify actionable cohorts
• Predict the next-best destination, product or communication
• Personalise messages and offers at scale
• Generate and test multiple creative and communication variants
• Automate lifecycle journeys, reporting and campaign operations
• Analyse customer conversations, feedback and reasons for disengagement
• Identify churn risks and trigger timely interventions
• Accelerate experimentation without producing generic communication

Qualifications

• 5–10 years of experience in lifecycle marketing, retention, CRM, growth or customer strategy
• Experience owning repeat revenue, retention or customer lifetime-value metrics
• Strong understanding of customer segmentation, automation and experimentation
• Hands-on experience with email, WhatsApp, push, SMS or CRM platforms
• Strong analytical ability and comfort working with cohorts, funnels and dashboards
• Experience building referral, loyalty or reactivation programmes
• Ability to translate customer insights into campaigns and product interventions
• Practical understanding of AI, personalisation and marketing automation
• Strong cross-functional leadership and execution discipline
• Commercial ownership—not merely campaign-management experience

Required Skills

• You naturally ask why customers do not return after their first trip
• You can connect customer behaviour with specific revenue opportunities
• You think in cohorts, journeys and experiments—not isolated campaigns
• You can move from analysis to execution without waiting for perfect data
• You understand that discounts alone do not create loyalty
• You are comfortable owning a retention and repeat-revenue target
• You can coordinate product, technology, sales and marketing teams to deliver one customer journey

Success in This Role

• Repeat-booking revenue increases materially
• More dormant customers and leads are successfully reactivated
• Referral becomes a measurable acquisition and revenue channel
• Customer journeys become more personalised, timely and automated
• Customer lifetime value and engagement improve
• Retention experiments become faster and more disciplined
• Thrillophilia builds a lifecycle engine that compounds with every new traveller

This role is for someone who can turn Thrillophilia's customer base into a compounding growth engine—not someone who merely schedules CRM campaigns.