Job role: CRM & Lifecycle Assistant Manager
Department: Brand & growth
Job Experience: 5+ years
Location: Mumbai HQ

About The Hosteller

The Hosteller started in 2015, when backpacker hostels weren't a category in India yet. Seventy-plus properties later, we're the country's largest self-operated hostel chain — and we've never really sold beds. We sell the common room at 11pm, the trek someone talks you into, the table that had four people and now has seven. Belonging is the product. The whole brand runs on one line: go meet your people.

Role overview

Thousands of travellers stay with us every month, and many of them come back. This seat belongs to the guest after that first stay: staying in touch, giving them a reason to travel with us again, and making a direct booking the easiest thing they do.

It is a build-and-own role, not a run-the-campaigns role. You will design the retention engine, the messages, the channels, the loyalty programme and the booking experience, and own the numbers it moves. You start as the person who owns this,



and build the processes around it as it grows. The OTA-versus-direct tension is the whole reason the seat exists, and closing it is the job.

Responsibilities

Lifecycle & retention programmes

Design and run the full guest lifecycle: welcome and onboarding, pre-arrival, in-stay, post-stay, win-back, dormant reactivation, ancillary attachment and referral
Own repeat rate, direct-booking share of repeat guests, and revenue per guest as your primary numbers
Run structured segmentation (RFM, acquisition channel, trip purpose, solo vs. group, workation vs. leisure) and keep it alive rather than one-off
Build and grow the loyalty / membership programme as a real retention lever, not a points gimmick

Channels

Own WhatsApp, email, push, in-app and SMS end to end: strategy, segmentation, creative briefs, build, QA, send and readout
Set up cross-channel orchestration with sensible frequency capping and channel-priority rules, so a guest

📌 Growth Marketing Manager (Mumbai)
🏢 The Hosteller
📍 Mumbai