About the Company /n Thrillophilia is looking for a Lifecycle & Retention Lead to own the customer journey after a traveller first interacts or books with us. /n About the Role /n 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. /n Responsibilities /n /n

- Map the complete customer journey, from initial enquiry and booking to travel, post-trip engagement and repeat purchase

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- Identify drop-offs, missed opportunities and high-potential customer cohorts

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- Build lifecycle journeys across WhatsApp, email, SMS, push notifications and remarketing

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- Increase repeat bookings through personalised destination and experience recommendations

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- Reactivate dormant leads and past travellers through targeted campaigns

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- Design and scale referral, loyalty and advocacy programmes

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- Develop journeys for abandoned enquiries, incomplete bookings, upcoming travel and post-trip engagement

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- Segment customers based on behaviour, destination, purchase history, value and travel intent

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- Work with product, technology, sales, customer experience and performance-marketing teams

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- Run structured experiments across messaging, offers, timing, channels and customer segments

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- Build dashboards for retention, repeat rate, reactivation, referral revenue and customer lifetime value

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- Own the retention roadmap,



revenue targets and campaign calendar

/n /n AI-First Lifecycle Marketing /n You will use AI intelligently to: /n /n

- Analyse customer behaviour and identify actionable cohorts

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- Predict the next-best destination, product or communication

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- Personalise messages and offers at scale

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- Generate and test multiple creative and communication variants

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- Automate lifecycle journeys, reporting and campaign operations

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- Analyse customer conversations, feedback and reasons for disengagement

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- Identify churn risks and trigger timely interventions

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- Accelerate experimentation without producing generic communication

/n /n Qualifications /n /n

- 5–10 years of experience in lifecycle marketing, retention, CRM, growth or customer strategy

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- Experience owning repeat revenue, retention or customer lifetime-value metrics

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- Strong understanding of customer segmentation, automation and experimentation

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- Hands-on experience with email, WhatsApp, push, SMS or CRM platforms

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- Solid analytical ability and comfort working with cohorts, funnels and dashboards

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- Experience building referral, loyalty or reactivation programmes

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- Ability to translate customer insights into campaigns and product interventions

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- Practical understanding of AI, personalisation and marketing automation

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- Strong cross-functional leadership and execution discipline

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- Commercial ownership—not merely campaign-management experience

/n /n Required Skills /n /n

- You naturally ask why customers do not return after their first trip

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- You can connect customer behaviour with specific revenue opportunities

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- You think in cohorts, journeys and experiments—not isolated campaigns

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- You can move from analysis to execution without waiting for perfect data

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- You understand that discounts alone do not create loyalty

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- You are comfortable owning a retention and repeat-revenue target

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- You can coordinate product, technology, sales and marketing teams to deliver one customer journey

/n /n Success in This Role /n /n

- Repeat-booking revenue increases materially

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- More dormant customers and leads are successfully reactivated

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- Referral becomes a measurable acquisition and revenue channel

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- Customer journeys become more personalised, timely and automated

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- Customer lifetime value and engagement improve

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- Retention experiments become faster and more disciplined

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- Thrillophilia builds a lifecycle engine that compounds with every new traveller

/n /n 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