Lifecycle Revenue & Retention Lead
Company Overview
Thrillophilia is India's largest curated travel experiences marketplace, serving over 2 million travellers annually with a revenue scale exceeding Rs. 500 crore. As a founder-led company, Thrillophilia is scaling aggressively across domestic and international multi-day tours. The organization prioritizes lifecycle marketing as a direct revenue lever, rather than a support function.
Job Summary
The Lifecycle Revenue & Retention Lead is responsible for maximizing customer lifetime value through strategic initiatives aimed at increasing repeat bookings, reactivation of dormant users, referrals, and personalized communication across various channels. This role requires a blend of analytical skills and consumer psychology to understand and improve customer engagement and retention.
Responsibilities
- Customer Retention & Repeat Revenue: Drive overall repeat customer growth across domestic, international, and premium travel categories, increasing repeat bookings, customer lifetime value (LTV), retention percentage, and cross-category upgrades.
- Reactivation & Dormant User Recovery: Design and implement systems to revive inactive users and dormant customers through personalized journeys utilizing behavioral insights, destination recommendations, offers, and storytelling.
- Referral & Loyalty Systems: Manage referral programs, loyalty journeys, and VIP user engagement initiatives to boost repeat behavior and enhance long-term customer value.
- Lifecycle Automation & Segmentation: Build and refine automated journeys across WhatsApp, email, push notifications, and SMS, creating segmented communication based on user behavior and cohort data.
- Experimentation & Customer Intelligence: Conduct continuous testing of messaging, timing, offers, and reactivation strategies while analyzing churn reasons and identifying factors that influence repeat travel intent.
Qualifications
- Experience: 5-9 years in retention marketing, lifecycle marketing, CRM growth, or customer engagement.
- Technical Skills: Proficient in using tools like CleverTap or MoEngage, with hands-on experience in building customer journeys.
- Analytical Skills: Strong understanding of cohort analysis, segmentation, behavioral triggers, and funnel analysis.
- Automation Expertise: Experience designing WhatsApp, email, push, and SMS automation flows.
- Industry Background: Prior experience in travel, e-commerce, fintech, marketplaces, or consumer internet is preferred.
- Data Literacy: Ability to read data effectively and act upon insights quickly.
- Creative Mindset: Combines analytical capabilities with creativity to understand data while appreciating consumer psychology.
Preferred Skills
- Experience in building or managing referral or loyalty systems.
- SQL or data querying skills for self-serve cohort analysis.
- Familiarity with analytics tools such as Google Analytics 4 (GA4), Mixpanel, Amplitude, or Looker Studio.
- Understanding of AI personalization tools within lifecycle marketing.
Experience
- Minimum of 5 to 9 years in relevant fields as outlined in the qualifications.
Environment
- Work setting is in-office at the Gurgaon location. The role requires full-time commitment and involves working closely with a lean team.
Salary
Growth Opportunities
- Opportunities for career advancement exist within the lifecycle and retention team for those demonstrating strong results.
Benefits
