Senior Manager - CRM & Lifecycle Marketing

Practo

Senior Manager - CRM & Lifecycle Marketing

Location: Bengaluru, India

Employment Type: Full-Time / Permanent

Department: Marketing & Growth

Experience: 7 - 9 Years

About Practo:

Practo is a leading healthcare technology company on a mission to make quality healthcare affordable, accessible, and convenient for over a billion Indians. Practo connects patients with doctors, clinics, hospitals, pharmacies, and diagnostic providers through a technology-driven ecosystem spanning appointments, online consultations, health plans, and diagnostic tests.

Key Responsibilities:

1. CRM & Lifecycle Strategy:

- Own end-to-end CRM strategy and execution across Push, Email, SMS, WhatsApp, and emerging channels. Build journeys for activation, retention, and repeat transactions.

2. Segmentation & Personalization:

- Develop customer cohorts and data-driven personalization logic to maximize Customer Lifetime Value (LTV).

3. Cross-Functional Alignment:

- Partner with Product, Data Science, Engineering, Design, and Content to define campaign offers, readiness, DLT/WhatsApp template approvals, and communication calendars.

4. Analytics & Optimization:

- Define CRM KPIs, run rigorous A/B testing, conduct deep cohort analysis, and build leadership dashboards to communicate growth insights.

5. Retention Program Leadership:

- Act as program manager for the overall retention charter, tracking milestones, dependencies, and risks across internal business units.

Requirements & Qualifications:

- 7 - 9 years in CRM, Lifecycle, or Growth Marketing (Min. 3 years hands-on CRM ops).

- Consumer internet, healthtech, e-commerce, or fintech background preferred.

- Demonstrated success owning retention metrics and LTV growth.

Key Tech & Tools:

- CleverTap, MoEngage, GA4, AppsFlyer, Amplitude, Mixpanel, Adobe Analytics

What Success Looks Like:

1. Activation & Retention:

- Uplift in customer activation, repeat transaction rates, and sustained long-term retention.

2. LTV & Revenue:

- Measurable growth in CRM-attributed revenue contribution and customer lifetime value.

Healthcare Technology Leader:

- 30+ Crore Patients

- 1 Lakh+ Doctor Partners

- 20+ Countries