Associate Manager - Customer Lifecycle Management

Air India Express · India

Responsibilities

• Drive end-to-end Customer Lifecycle Management (CLM) strategies across acquisition, onboarding, booking, pre-travel, post-travel, loyalty, retention, and win-back journeys to enhance customer engagement and lifetime value.
• Own and optimize multi-channel marketing campaigns across Email, WhatsApp, SMS, RCS, Push Notifications, and In-App Messaging, leveraging automation, personalization, and customer segmentation.
• Deliver measurable growth in direct bookings, repeat purchases, ancillary revenue, customer retention, and campaign-attributed revenue through data-driven marketing initiatives.
• Manage and enhance Martech platforms such as MoEngage, CleverTap, Netcore, Salesforce Marketing Cloud, Adobe Campaign, Braze, or similar tools for customer journey orchestration and automation.
• Lead customer data management, audience segmentation, personalization, and experimentation programs including A/B testing, multivariate testing, and conversion optimization.
• Collaborate closely with Product, Engineering, Analytics, Loyalty, and CRM teams to build scalable customer engagement solutions and drive business growth across digital channels.
• Analyze campaign and customer performance metrics including conversion rates, retention, engagement, CLV, ancillary attachment rates, and revenue contribution to continuously improve marketing effectiveness.
• Ideal for professionals with 4-8 years of experience in CRM, Lifecycle Marketing, Martech, Customer Engagement, Digital Marketing, E-commerce, Airlines, Travel, OTA, and Hospitality sectors.
• Should have hands of experience in Netcore, Adobe Target or Adobe RT-CDP.