We are looking for a highly analytical and execution-focused Customer Lifecycle Management (CLM) & Martech to drive customer engagement, repeat bookings, ancillary revenue, and digital channel growth through data-led lifecycle marketing.
The role will own the end-to-end lifecycle marketing strategy and execution across customer journeys, leveraging Email, WhatsApp, Push Notifications, In-App Messages, SMS, RCS, and other emerging channels to maximize customer conversion, retention, ancillary attach rates, and revenue.
The incumbent will also be responsible for managing customer data within Martech platforms, enabling customer segmentation, personalization, experimentation, and optimization across the airline's digital ecosystem.
Duties and Responsibilities
Key Responsibilities
Customer Lifecycle Marketing
Develop and execute lifecycle marketing strategies across the customer journey, including:
Acquisition
Onboarding
Book
Pre-travel
Day of travel
Post-travel
Loyalty and retention
Win-back journeys
Design and manage:
Mass campaigns
Trigger-based campaigns
Event-driven campaigns
Customer journey automation
Identify opportunities to improve:
Direct channel bookings
Customer engagement
Repeat purchase rates
Conversion rates
Customer lifetime value