Customer Lifecycle Marketing

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 will
you 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
4–6 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.