Activate JobCopilot
This role is for one of our clients
Industry: Retail
Seniority level: Associate level
Min Experience: 2 years
Location: Bengaluru
JobType: full-time
₹8,00,000 - ₹15,00,000 a year
We are looking for a Customer Lifecycle & Engagement Lead to own how we communicate with, retain, and grow our customer base. This role sits at the intersection of data, messaging, and experience—responsible for turning customer insights into timely, personalized interactions that drive repeat usage, loyalty, and lifetime value.
You will lead lifecycle strategy across channels such as email, SMS, WhatsApp, and app notifications, building intelligent journeys that evolve with customer behavior. The ideal candidate is both creative and analytical—someone who enjoys testing hypotheses, refining journeys, and continuously improving customer engagement outcomes.
Key Responsibilities
Lifecycle Strategy & Journey Ownership
Design and manage end-to-end customer journeys across onboarding, activation, engagement, retention, and win-back stages.
Define segmentation frameworks based on behavior, frequency, value, and lifecycle stage to enable targeted communication.
Continuously refine journeys to improve customer lifetime value and reduce churn.
Multi-Channel Campaign Execution
Own execution across CRM platforms (e.g., MoEngage, CleverTap, WebEngage) spanning email, SMS, WhatsApp, and push notifications.
Plan and deploy campaign calendars aligned with product launches, promotions, seasonal moments, and local initiatives.
Ensure messaging is timely, relevant, and consistent with brand voice and customer context.
Experimentation & Optimization
Design structured A/B and multivariate tests across content, timing, frequency, and audience cohorts.
Analyze performance to improve key engagement metrics such as open rates, CTRs, conversions, repeat usage, and retention.
Use learnings to inform future lifecycle strategy and personalization efforts.
Cross-Functional Collaboration
Work closely with design, content, product, growth, and operations teams to align messaging with business priorities.
Translate business goals into CRM initiatives that support revenue, engagement, and customer satisfaction.
Act as the point person for customer communication hygiene and best practices.
Analytics, Reporting & Data Quality
Track and report on CRM performance using dashboards and periodic reviews.
Monitor campaign ROI and customer behavior trends to surface insights and recommendations.
Ensure data accuracy, audience integrity, consent compliance, and CRM best practices across all campaigns.
What We’re Looking For
Experience
2–6 years of experience in CRM, lifecycle marketing, retention, or customer engagement roles.
Hands-on experience managing CRM tools and executing campaigns at scale.
Exposure to consumer-facing businesses with frequent customer interactions.
Skills & Capabilities
Strong understanding of customer lifecycle management and behavioral segmentation.
Analytical mindset with the ability to interpret data and translate insights into action.
Comfortable working in fast-paced, cross-functional environments with multiple stakeholders.
Strong attention to detail in campaign execution, audience setup, and performance tracking.
Nice to Have
Experience in retail, FMCG, D2C, or consumer internet businesses.
Familiarity with loyalty programs, repeat purchase models, or subscription-driven engagement.
Core Competencies
Customer Lifecycle Strategy · Retention & Engagement · CRM Platforms · Campaign Experimentation · Personalization · Data-Driven Marketing · Cross-Channel Communication
Key Skills
Customer Engagement · Lifecycle Marketing · CRM Campaigns · Segmentation · Retention Strategy · MoEngage · CleverTap · WebEngage · Performance Analysis
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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