Customer Lifecycle Manager

Role Objective

Key Responsibilities

• Define, build, and deploy communication journeys aligned with key lifecycle stages, using behavioral hooks, customer intent signals & lifecycle triggers, across channels - SMS, WhatsApp, Email, Push, In-App messaging. The goal is to drive timely actions thereby leading to habit formation
• Manage campaign setup end-to-end: logic, segmentation, creative, QA, launch, monitoring, and optimisation
• Own campaign design and deployment using Braze, define trigger logic, audiences, templates and frequency
• Post campaign analysis - Monitor campaign performance using channel & platform-specific metrics
• Ensure localisation and relevance across multiple markets and languages, coordinating with in-market teams for translations & local market insight
• Work with Brand, Product and Customer Research teams to achieve goals
• Monitor and optimise campaign performance
• Measure campaign performance and lifecycle metrics (deliverability, CVR, repeat & frequency, LTV)
• Conduct A/B and multivariate tests to refine messaging, cadence, and channel mix
• Translate data into actionable insights and recommendations for continuous improvement
• Collaborate with designers and copywriters to produce high-impact templates that drive engagement and conversions
• Translate customer data into targeted, insight-led campaigns that influence user behaviour and improve lifecycle outcomes
• Technical knowledge of Email, Push, SMS, and IAMs - deliverability, optimization, and best practices
  

Must-Have Experience & Skills

• 3-5 years of hands-on customer lifecycle experience, preferably in E-commerce, or in on-demand web & app based businesses
• Proven experience with working on CRM tools and content management systems - Customer IO, Braze
• Strong analytical skills — ability to interpret customer data, identify behavioural patterns, and translate insights into actionable strategies
• Technical understanding of email deliverability, push notifications, in-app messaging, and SMS/WhatsApp performance optimisation
• Excellent project management and organisational skills — able to handle multiple initiatives across global markets
• Strong written communication and copywriting skills with a customer-first mindset
• Comfortable working in a fast-paced, test-and-learn, performance-driven environment
  

Work Schedule:

• Monday-Friday
• 9-hour shifts (8 working hours + 1-hour break)
• Office-based role in Bengaluru