Customer Lifecycle Manager

About the Role

We are looking for a CRM & Lifecycle Marketing Manager to own and drive key user lifecycle metrics at STAGE. The ideal candidate is data-driven, detail-oriented, and experienced in executing CRM campaigns and automation journeys that drive activation, retention, and engagement.

This is a high-impact, ownership-driven role where youll be responsible for defining, executing, and optimizing end-to-end CRM strategies using platforms like Clevertap, MoEngage, or WebEngage.

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Key Responsibilities

End-to-end metric ownership

Be fully accountable for a defined lifecycle KPI (e.g., activation, D7 retention, churn rate) — set targets, build roadmap, deliver improvements and own outcomes.

Campaign setup & CRM operations (Clevertap / Braze / etc.)

Build, configure, QA and execute campaigns and automated journeys in the CRM platform (Clevertap or equivalent) — audience selection, triggers, scheduling, tagging, and delivery monitoring.

Segmentation & personalization

Define behavioural and transactional cohorts, implement dynamic personalization rules, and maintain audience hygiene to ensure relevance and lift.

Experimentation & optimization

Design and run A/B and holdout experiments, analyse uplift, and iterate on messaging, timing and frequency to maximize impact.

Analysis, reporting & cross-functional alignment

Track and interpret campaign and funnel metrics, maintain dashboards, produce concise insights and recommendations, and coordinate with Product, Data and CX for dependencies and fixes.

Key Expected Outcomes:

1. Improvement in owned lifecycle metric — measurable growth in activation, retention, reactivation, or churn reduction for the assigned user cohort.

2. High-quality campaign execution — error-free setup, timely delivery, and consistent hygiene across CRM journeys and automations.

3. Increased user engagement & watch conversion — stronger daily/weekly active ratios and deeper content consumption.

4. Data-driven optimization — regular testing and iteration leading to improved CTRs, conversions, and journey completion rates.

5. Actionable insights for business teams — clear reporting and learnings that inform product and marketing decisions.

Must Have Requirements:

• End-to-end Lifecycle Ownership – ability to plan, execute, and measure campaigns for a defined metric or stage (e.g., activation, retention).
• CRM Automation Expertise – hands-on execution using tools like Clevertap ,MoEngage, WebEngage
• User Segmentation & Targeting – defining cohorts based on behaviour, subscription status, and engagement data.
• Cross-channel Campaign Management – executing communication via push, WhatsApp, SMS, RCS, email, and in-app along with Spends optimization
• Data Analysis & Reporting – tracking key KPIs and metrics (eg. DAU, WAU, retention %, watch conversion, churn) and deriving insights along with RCA
• A/B Testing & Experimentation – Continuously ideating , setting up and evaluating experiments to improve conversion and retention.
• Journey & Funnel Optimization – identifying drop-offs and improving user progression through lifecycle stages.
• Copy & Creative Collaboration – working with content/design teams to ensure messaging relevance and clarity.
• Stakeholder Collaboration – aligning with product, CX, Content and data teams for execution dependencies.
• Ownership Mindset – accountable for end outcomes and continuously optimizing performance of the assigned metric.

What will be the success metric for this role?

• Improvement in owned lifecycle metric — measurable growth in activation, retention, reactivation, or churn reduction for the assigned user cohort.
• High-quality campaign execution — error-free setup, timely delivery, and consistent hygiene across CRM journeys and automations.
• Increased user engagement & watch conversion — stronger daily/weekly active ratios and deeper content consumption.
• Data-driven optimization — regular testing and iteration leading to improved CTRs, conversions, and journey completion rates.
• Actionable insights for business teams — clear reporting and learnings that inform product and marketing decisions.