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 disengagemen

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