Customer Lifecycle Management

About The Opportunity

Role: Customer Lifecycle Management

Level: Manager

Reporting To: Associate Director - CLM

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 focuses on strategy and execution across the entire customer journey—covering onboarding, engagement, retention, and loyalty-building—to strengthen relationships and increase the lifetime value of our growing customer base.

About The Role MakeMyTrip is seeking a highly motivated and experienced Manager to join the Customer Lifecycle Marketing (CLM) team. The incumbent will be responsible for executing targeted lifecycle campaigns, optimizing customer touchpoints, and driving cross-sell and up-sell opportunities. The role will be instrumental in deepening customer engagement, improving retention metrics, and maximizing overall lifetime value. What will you be doing

• Campaign Management: Conceptualize, design, and execute marketing campaigns to drive engagement, retention, and loyalty within the assigned customer base.
• Data Analysis: Utilize data analysis to gain deep insights into customer behaviour, preferences, and trends by using tools such as Excel and SQL to analyse large datasets, identifying patterns and opportunities for growth.
• Segmentation & Targeting: Create and manage customer segmentation and targeting strategies to optimize the customer journey.
• Customer Journeys: Improve customer journeys by reducing effort, minimizing the number of interactions, and enhancing communication efficiency through automation and other CLM tools. Qualification & Experience
• MBA from a reputed institute with 4–6 years of hands-on experience in web analytics tools such as Adobe Analytics or Google Analytics, and CRM tools such as MoEngage, WebEngage, CleverTap, etc.

Key Success Factors For The Role

• Excellent communication and presentation skills.
• Strong problem-solving skills with high attention to detail.
• Ability to work effectively in a collaborative, cross-functional team environment.