Role: Customer Lifecycle Marketing

Level: Manager

Reporting To: Senior Manager

Location: Gurugram

About the Function The Marketing function at MakeMyTrip is responsible for building a strong brand presence, driving customer acquisition, and maximizing engagement across all channels. By combining creativity with

data-driven insights, the team designs and executes targeted campaigns that deliver measurable business impact. Within this, the Customer Lifecycle Marketing (CLM) team owns the strategy and execution of end-to-end lifecycle

initiatives across the customer journey- onboarding, engagement, retention, and loyalty. The team focuses on maximizing customer lifetime value (LTV) through data-driven, personalized marketing interventions

About the role:

MakeMyTrip is seeking a highly motivated Manager- Customer Lifecycle Marketing to drive growth initiatives across on-app & CLM channels. This role involves managing customer experience across lifecycle stages (onboarding, engagement, retention, cross-sell, and upsell), with the objective of maximizing customer lifetime value.

What will you be doing:

- Campaign Management: Drive growth through sale campaigns across the app and CLM channels, owning its end-to-end conceptualization, design, and execution. Extract and leverage data-led insights into travel use cases, curate relevant offers, and design marketing pages to create seamless customer journeys that drive incremental user engagement and conversion.
- Customer Lifecycle Journeys: Design and execute customer lifecycle journeys to drive engagement, retention, and reactivation of lapsed customers within the assigned customer base. Leverage CLM tools to deliver timely, relevant communications across in-app notifications, emails, and WhatsApp.
- AI-led Segmentation & Personalization:



Leverage AI to deliver personalization at scale by translating user travel intent and customer signals into energetic segments and tailored experiences. Drive initiatives that match customers with relevant offers, messages, and value propositions across the app and CRM channels to increase incremental conversion.
- Data Analysis & Insights: Leverage customer and campaign data to uncover insights into travel preferences, behaviour, and purchase patterns. Identify unmet customer needs and growth opportunities, and translate findings into recommendations for campaign themes, offer curation, and customer journey improvements.
- Project & Stakeholder Management: Own end-to-end delivery of campaigns, lifecycle journeys, and personalization initiatives. Work closely with Product, Tech, Category, Revenue, and Marketing teams to align priorities, manage dependencies, and ensure timely execution.

Qualification & Experience:

- MBA from a reputed institute with 4–6 years of hands-on experience in marketing within app-first, consumer-facing digital platforms, with exposure to lifecycle management or growth marketing
- Hands-on experience with web analytics tools (Adobe Analytics / Google Analytics) and CRM platforms (MoEngage, Clevertap,WebEngage, etc.)

Key Success Factors for the Role:

- Customer-Centric Mindset: Understand customer behaviour and travel intent to create relevant offers, personalized communications, and intuitive customer experiences.

- Analytical Skills: Translate customer data into actionable insights that inform campaign strategy, targeting, and personalization.

- Execution Excellence: Take ownership from conceptualization through launch and optimization, with a focus on incremental engagement, conversion, and growth.

- Stakeholder Leadership: Influence stakeholders, align competing priorities, and drive execution across Product, Tech, Category, Revenue, and Marketing teams.

📌 Customer Lifecycle Marketing (Gurugram)
🏢 the function
📍 Gurugram