CRM Manager

Location: Gurgaon, with a mandatory three to six month working stint at our Jaipur office. Please apply only if you are comfortable relocating to Jaipur for this period.

Experience guideline: 4–7 years in CRM, lifecycle or retention marketing.

Thrillophilia builds holidays around experiences worth travelling for. Work with sales, destination experts, product and data to turn travel ideas into real journeys.

The role

A traveller who did not book today may still be planning their next holiday. Your job is to find the right moment, message and destination to bring them back. Build our lost lead recovery and retention engine, with ownership of revenue outcomes from the journeys you launch.

What you will own

• Build journeys for distinct lost lead stages: no response, quotation sent and payment pending. Make each follow up useful to the traveller and coordinated with sales.
• Identify who is likely to travel next, where they might go and what is holding them back. Build segments using destination, recency, previous bookings and engagement.
• Launch and improve automated WhatsApp, email, SMS and push journeys, with relevant messages, sensible frequency and appropriate consent.
• Use CleverTap or a comparable lifecycle platform; work with CRM and data teams on events, audience quality and automation.
• Exclude active complaints and conflicting sales journeys where appropriate. Test messaging, timing and offers using holdout groups.
• Report recovered bookings, repeat revenue, contribution, campaign cost and unsubscribes; distinguish attributed revenue from incremental lift.

What we are looking for

• Evidence of revenue generating lifecycle programs, not just broadcast delivery.
• Hands on segmentation, automation, experiments and CRM analytics; strong spreadsheet skills, with SQL a plus.
• Ability to connect customer behaviour, sales stages and booking profitability.
• Experience with longer purchase cycles and sales assisted conversion is useful.

How success will be measured

Incremental recovered and repeat booking contribution, recovery conversion, repeat purchase rate and contactability health.

Application details

Apply with your CV and one short example of work you are proud of: the problem, what you changed and the result. Enter current annual CTC in lakhs and notice period in days as numbers in the application questions.