Customer Lifecycle Management

About the opportunityThis opening is for a Manager role in Customer Lifecycle Management (CLM) based in Gurugram, reporting to the Associate Director - CLM.About the functionThe marketing team at MakeMyTrip works to strengthen brand visibility, attract new customers, and improve engagement across channels. It uses a mix of creative thinking and data-led decision-making to plan and run campaigns that create measurable business results. The CLM team within marketing owns the customer journey end-to-end, including onboarding, engagement, retention, and loyalty, with the goal of building stronger relationships and increasing lifetime value.About the roleMakeMyTrip is looking for an experienced and driven professional to join the CLM team as a Manager. The role focuses on planning and running lifecycle campaigns, improving customer touchpoints, and uncovering opportunities for cross-sell and up-sell. It plays an important part in strengthening customer engagement, improving retention, and growing overall customer lifetime value.Key responsibilitiesPlan, build, and launch campaigns that improve engagement, retention, and loyalty for the assigned customer segment.Work with customer data to understand behaviour, preferences, and trends by using Excel and SQL to analyse large datasets and identify growth opportunities.Develop and manage segmentation and targeting approaches that support a smoother and more effective customer journey.Enhance customer journeys by reducing friction, limiting unnecessary interactions, and improving communication efficiency through automation and CLM tools.Qualification and experienceThe role requires an MBA from a reputed institute and 4 to 6 years of practical experience using web analytics platforms such as Adobe Analytics or Google Analytics, along with CRM platforms like MoEngage, WebEngage, CleverTap, or similar tools.Key success factorsStrong verbal and written communication, along with solid presentation ability.Good problem-solving ability and a sharp eye for detail.Comfort working in a collaborative environment with cross-functional teams.