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, fee

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