About the Company Thrillophilia is looking for a Lifecycle & Retention Lead to own the customer journey after a traveller first interacts or books with us.

About the Role Your mandate is straightforward: increase repeat bookings, reactivate dormant customers, build referrals and improve customer lifetime value. This is not merely a CRM campaign-management role. You will identify where customers disengage, design interventions across the lifecycle and take commercial ownership of retention revenue.

Responsibilities Map the complete customer journey, from initial enquiry and booking to travel, post-trip engagement and repeat purchase

Identify drop-offs, missed opportunities and high-potential customer cohorts

Build lifecycle journeys across WhatsApp, email, SMS, push notifications and remarketing

Increase repeat bookings through personalised destination and experience recommendations

Reactivate dormant leads and past travellers through targeted campaigns

Design and scale referral, loyalty and advocacy programmes

Develop journeys for abandoned enquiries, incomplete bookings, upcoming travel and post-trip engagement

Segment customers based on behaviour, destination, purchase history, value and travel intent

Work with product, technology, sales, customer experience and performance-marketing teams

Run structured experiments across messaging, offers, timing, channels and customer segments

Build dashboards for retention, repeat rate, reactivation, referral revenue and customer lifetime value

Own the retention roadmap, revenue targets and campaign calendar AI-First Lifecycle Marketing You will use AI intelligently to: Analyse customer behaviour and identify actionable cohorts

Predict the next-best destination, product or communication

Personalise messages and offers at scale

Generate and test multiple creative and communication variants

Automate lifecycle journeys, reporting and campaign operations

Analyse customer conversations, feedback and reasons for disengagement





Identify churn risks and trigger timely interventions

Accelerate experimentation without producing generic communication Qualifications 5–10 years of experience in lifecycle marketing, retention, CRM, growth or customer strategy

Experience owning repeat revenue, retention or customer lifetime-value metrics

Strong understanding of customer segmentation, automation and experimentation

Hands-on experience with email, WhatsApp, push, SMS or CRM platforms

Robust analytical ability and comfort working with cohorts, funnels and dashboards

Experience building referral, loyalty or reactivation programmes

Ability to translate customer insights into campaigns and product interventions

Practical understanding of AI, personalisation and marketing automation

Strong cross-functional leadership and execution discipline

Commercial ownership—not merely campaign-management experience Required Skills You naturally ask why customers do not return after their first trip

You can connect customer behaviour with specific revenue opportunities

You think in cohorts, journeys and experiments—not isolated campaigns

You can move from analysis to execution without waiting for perfect data

You understand that discounts alone do not create loyalty

You are comfortable owning a retention and repeat-revenue target

You can coordinate product, technology, sales and marketing teams to deliver one customer journey Success in This Role Repeat-booking revenue increases materially

More dormant customers and leads are successfully reactivated

Referral becomes a measurable acquisition and revenue channel

Customer journeys become more personalised, timely and automated

Customer lifetime value and engagement improve

Retention experiments become faster and more disciplined

Thrillophilia builds a lifecycle engine that compounds with every new traveller This role is for someone who can turn Thrillophilia’s customer base into a compounding growth engine—not someone who merely schedules CRM campaigns.

📌 Lifecycle & Retention Lead (Gurugram)
🏢 Thrillophilia.com
📍 Gurugram