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
Strong 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
Robust 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