Customer Lifecycle Marketing Manager

Job Location: Global About the Role The Customer Lifecycle Marketing (CLM) Manager will own and oversee the organization's Customer Lifecycle Marketing (CLM) and CRM strategy across global markets. This role focuses on maximizing customer engagement, retention, repeat purchases, and lifetime value through lifecycle marketing initiatives and personalized customer journeys. The incumbent will oversee end-to-end CRM campaign planning, execution, optimization, and performance measurement across multiple owned communication channels, including WhatsApp, SMS, Email, RCS, Push Notifications (where applicable), and other emerging engagement channels. This role requires a strong blend of CRM strategy, hands-on campaign execution, marketing automation, customer segmentation, and MarTech expertise. The ideal candidate should have extensive experience with CRM platforms such as CleverTap, MoEngage, Salesforce Marketing Cloud, Adobe Campaign, or similar solutions, knowledge of customer journey orchestration, campaign measurement, and platform integrations. 1. Customer Lifecycle Marketing Strategy Define and oversee the global Customer Lifecycle Marketing (CLM) strategy aligned with business growth priorities. Design lifecycle programmes across the customer journey, including onboarding, activation, engagement, retention, cross-sell, upsell, renewal, and win-back. Develop customer engagement strategies that improve customer lifetime value (LTV) and repeat purchase behavior. Identify opportunities to enhance customer experience through personalized communication. 2. CRM Campaign Planning & Execution Oversee end-to-end execution of CRM campaigns across multiple communication channels. Plan, create, schedule, execute, and refine campaigns across WhatsApp, SMS, Email, RCS, Push Notifications (where applicable), In-app messaging (where applicable) Ensure timely delivery of business-critical campaigns. Coordinate campaign calendars with Product, Brand, Sales, and Business teams. Maintain campaign quality, governance, and execution excellence. 3. Customer Journey & Automation Design and refine automated customer journeys across different lifecycle stages. Build personalised customer communication flows based on customer behaviour and business rules. Implement trigger-based campaigns for Welcome journeys, Product onboarding, Cart abandonment (where applicable), Payment reminders, Repeat purchase, Cross-sell & upsell, Customer reactivation and Referral programmes Continuously enhance journey performance through testing and optimization. 4. CRM Platform & MarTech Management Oversee the lifecycle marketing technology ecosystem. Work extensively with CRM and marketing automation platforms including: CleverTap, MoEngage, Salesforce Marketing Cloud and Adobe Campaign. Configure customer segments, journeys, triggers, campaigns, and automation workflows. Work closely with Product and Engineering teams to implement new channel integrations and…