CRM Specialist (Retention Marketing)

Lifecycle Campaign Management

• Design, execute, and optimize multi-touch CRM journeys across email, push, SMS, and in-app channels
• Launch automated and trigger-based campaigns for onboarding, activation, cross-sell, win-back, and retention
• Build seasonal, geo-specific, and behavior-based journeys to increase engagement and LTV
• Localize communications for different regions, languages, and travel behaviors

Personalization & Segmentation

• Develop and refine audience segments based on behavior, recency, geography, lifecycle stage, and preferences
• Personalize messaging and offers to improve open rates, CTRs, conversions, and customer happiness
• Continuously test copy, visuals, CTAs, subject lines, and send times

Data & Optimization

• Monitor CRM KPIs: open rates, CTR, conversions, churn rate, repeat purchase rate, and uninstalls
• Work closely with BI to build dashboards and analyze campaign performance
• Run A/B and multivariate tests, derive insights, and scale successful strategies
• Track cohort behavior and execute interventions to reduce churn

Tooling & Automation

• Manage and optimize CRM tooling stack (eg, MoEngage, CleverTap, or similar)
• Create and manage campaign flows, templates, dynamic content modules, and automations
• Ensure clean data integration and tracking across product, analytics, and CRM tools

Cross-Functional Collaboration

• Work closely with Product, Performance, Brand, and CX teams to align CRM with business goals
• Partner with creative teams to develop high-performing visual and copy assets
• Collaborate with local market leads to adapt communication strategies per region

Requirements

• 3-6 years of hands-on experience in CRM, retention marketing, or lifecycle automation
• Strong understanding of customer journey mapping and lifecycle marketing best practices
• Experience with CRM platforms like MoEngage, CleverTap, Webengage, etc
• Data-driven mindset with strong comfort in performance tracking, A/B testing, and reporting
• Proficiency in segmentation, personalization, and multichannel communication
• Excellent communication and collaboration skills
• Bachelors degree in Marketing, Business, Communications, or related field

Preferred Experience

• Prior experience in travel tech, telco, fintech, or other consumer tech startups
• Exposure to global/multi-region CRM campaigns
• Understanding of churn prevention and reactivation strategies

Desired Skills

• Customer-centric thinking and empathy for user behavior
• Strong project management and prioritization abilities
• Creative mindset with a drive to test and optimize everything
• Passion for building journeys that feel personal and deliver measurable business impact

1. Competitive salary and excellent performance-based incentives.
2. Comprehensive benefits package, including health, dental, and vision coverage.
3. Flexible work arrangements with remote or hybrid options.
4. Opportunity to work with a dynamic and innovative global team.
5. Career growth and professional development opportunities