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
- Robust understanding of customer segmentation, automation and experimentation
- Hands-on experience with email, WhatsApp, push, SMS or CRM platforms
- Strong 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