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 purchaseIdentify drop-offs, missed opportunities and high-potential customer cohortsBuild lifecycle journeys across WhatsApp, email, SMS, push notifications and remarketingIncrease repeat bookings through personalised destination and experience recommendationsReactivate dormant leads and past travellers through targeted campaignsDesign and scale referral, loyalty and advocacy programmesDevelop journeys for abandoned enquiries, incomplete bookings, upcoming travel and post-trip engagementSegment customers based on behaviour, destination, purchase history, value and travel intentWork with product, technology, sales, customer experience and performance-marketing teamsRun structured experiments across messaging, offers, timing, channels and customer segmentsBuild dashboards for retention, repeat rate, reactivation, referral revenue and customer lifetime valueOwn the retention roadmap, revenue targets and campaign calendar

AI-First Lifecycle Marketing

You will use AI intelligently to:

Analyse customer behaviour and identify actionable cohortsPredict the next-best destination, product or communicationPersonalise messages and offers at scaleGenerate and test multiple creative and communication variantsAutomate lifecycle journeys, reporting and campaign operationsAnalyse customer conversations,



feedback and reasons for disengagementIdentify churn risks and trigger timely interventionsAccelerate experimentation without producing generic communication

Qualifications

5–10 years of experience in lifecycle marketing, retention, CRM, growth or customer strategyExperience owning repeat revenue, retention or customer lifetime-value metricsStrong understanding of customer segmentation, automation and experimentationHands-on experience with email, WhatsApp, push, SMS or CRM platformsStrong analytical ability and comfort working with cohorts, funnels and dashboardsExperience building referral, loyalty or reactivation programmesAbility to translate customer insights into campaigns and product interventionsPractical understanding of AI, personalisation and marketing automationStrong cross-functional leadership and execution disciplineCommercial ownership—not merely campaign-management experience

Required Skills

You naturally ask why customers do not return after their first tripYou can connect customer behaviour with specific revenue opportunitiesYou think in cohorts, journeys and experiments—not isolated campaignsYou can move from analysis to execution without waiting for perfect dataYou understand that discounts alone do not create loyaltyYou are comfortable owning a retention and repeat-revenue targetYou can coordinate product, technology, sales and marketing teams to deliver one customer journey

Success in This Role

Repeat-booking revenue increases materiallyMore dormant customers and leads are successfully reactivatedReferral becomes a measurable acquisition and revenue channelCustomer journeys become more personalised, timely and automatedCustomer lifetime value and engagement improveRetention experiments become faster and more disciplinedThrillophilia builds a lifecycle engine that compounds with every current 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 (Mumbai)
🏢 Thrillophilia
📍 Mumbai