Lifecycle & Retention Lead

About the Company

Thrillophilia is looking for a Lifecycle & Retention Lead to own the customer journey after a traveller first interacts or books with us.

About the Role

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.

Responsibilities

• Map the complete customer journey, from initial enquiry and booking to travel, post-trip engagement and repeat purchase
• Identify drop-offs, missed opportunities and high-potential customer cohorts
• Build lifecycle journeys across WhatsApp, email, SMS, push notifications and remarketing
• Increase repeat bookings through personalised destination and experience recommendations
• Reactivate dormant leads and past travellers through targeted campaigns
• Design and scale referral, loyalty and advocacy programmes
• Develop journeys for abandoned enquiries, incomplete bookings, upcoming travel and post-trip engagement
• Segment customers based on behaviour, destination, purchase history, value and travel intent
• Work with product, technology, sales, customer experience and performance-marketing teams
• Run structured experiments across messaging, offers, timing, channels and customer segments
• Build dashboards for retention, repeat rate, reactivation, referral revenue and customer lifetime value
• Own the retention roadmap, revenue targets and campaign calendar

AI-First Lifecycle Marketing

You will use AI intelligently to:

• Analyse customer behaviour and identify actionable cohorts
• Predict the next-best destination, product or communication
• Personalise messages and offers at scale
• Generate and test multiple creative and communication variants
• Automate lifecycle journeys, reporting and campaign operations
• Analyse customer conversations, feedback and reasons for disengagement
• Identify churn risks and trigger timely interventions
• Accelerate experimentation without producing generic communication

Qualifications

• 5–10 years of experience in lifecycle marketing, retention, CRM, growth or customer strategy
• Experience owning repeat revenue, retention or customer lifetime-value metrics
• Strong understanding of customer segmentation, automation and experimentation
• Hands-on experience with email, WhatsApp, push, SMS or CRM platforms
• Strong analytical ability and comfort working with cohorts, funnels and dashboards
• Experience building referral, loyalty or reactivation programmes
• Ability to translate customer insights into campaigns and product interventions
• Practical understanding of AI, personalisation and marketing automation
• Strong cross-functional leadership and execution discipline
• Commercial ownership—not merely campaign-management experience

Required Skills

• You naturally ask why customers do not return after their first trip
• You can connect customer behaviour with specific revenue opportunities
• You think in cohorts, journeys and experiments—not isolated campaigns
• You can move from analysis to execution without waiting for perfect data
• You understand that discounts alone do not create loyalty
• You are comfortable owning a retention and repeat-revenue target
• You can coordinate product, technology, sales and marketing teams to deliver one customer journey

Success in This Role

• Repeat-booking revenue increases materially
• More dormant customers and leads are successfully reactivated
• Referral becomes a measurable acquisition and revenue channel
• Customer journeys become more personalised, timely and automated
• Customer lifetime value and engagement improve
• Retention experiments become faster and more disciplined
• Thrillophilia builds a lifecycle engine that compounds with every new traveller

This role is for someone who can turn Thrillophilia's customer base into a compounding growth engine—not someone who merely schedules CRM campaigns.