Customer Lifecycle Management (CLM)
Function
Marketing / Growth / CRM
Location
Gurugram (On-site)
Experience
3-5 years
Preferred tool experience
CleverTap (hands-on)
About the Role
FNP's customers buy around moments: birthdays, anniversaries, festivals and the "I forgot, need it today" emergency. As Manager – CLM, you will drive customer engagement across the full lifecycle, from first purchase to repeat, loyalty and win-back. This is a hands-on execution role: you will personally build, test, launch, monitor and optimise CLM campaigns and journeys in CleverTap, while using customer data and insights to improve repeat revenue and retention.
Key Responsibilities
Lifecycle strategy & journeys
• Own the CLM roadmap across new, active, lapsing, lapsed and high-value customers.
• Design and optimise automated journeys for onboarding, first-to-second purchase conversion, post-purchase experience, cart and browse abandonment, re-engagement and win-back.
• Build occasion-led programmes: birthday and anniversary reminders, recipient-based triggers, festive calendars (Valentine's,
Mother's Day, Rakhi, Diwali) and pre-occasion nudges.
Campaign execution & channel management
• Own hands-on, day-to-day campaign execution in CleverTap: create segments, set up flows/journeys, configure campaigns, QA content and links, schedule and launch campaigns, run A/B tests, monitor delivery/performance and troubleshoot execution issues.
• Work with Product and Engineering on event taxonomy, user properties and data hygiene
• Personally execute and optimise campaigns across all key CLM channels: WhatsApp, SMS, email, push notifications and RCS, along with in-app messages, web push and website pop-ups/interventions. Manage frequency capping, channel prioritisation, suppression logic and customer contactability across channels.
• Continuously identify, evaluate and test recent customer communication avenues and owned touchpoints beyond standard outbound channels, including in-app experiences, w
📌 Deputy Manager (Gurugram)
🏢 FNP
📍 Gurugram