CRM & Lifecycle Senior

About the role

Owns the customer journey after acquisition — from onboarding through retention — using CRM tools to keep users active, reduce churn, and build lasting engagement across all brands. The role designs and manages onboarding and retention journeys, segments users, and coordinates with creative and business teams to deliver personalized multi‑channel communications.

Key responsibilities

• Design and manage the onboarding journey for newly acquired customers across all brands.
• Build and maintain retention journeys and lifecycle flows using our CRM tool.
• Segment users based on behavior, activity, and lifecycle stage to personalize communication.
• Identify churn risks early and build automated flows to re‑engage inactive users.
• Continuously test and optimize messaging, timing, and channels (email, SMS, push, WhatsApp) within lifecycle campaigns.
• Track key retention metrics (activation rate, churn rate, repeat usage) and report on journey performance.
• Work closely with the business team to align lifecycle campaigns with product updates and offers.
• Coordinate with the Creative team for content/assets needed within CRM journeys.

Required profile

• Proven experience managing CRM/lifecycle marketing, ideally in fintech or a subscription/transactional product.
• Hands‑on experience with CRM/marketing automation tools such as Braze, CleverTap, HubSpot, or similar.
• Strong understanding of user segmentation, retention, and churn‑reduction strategies.
• Comfortable working with data to track performance and identify patterns in user behavior.
• Experience running multi‑channel lifecycle campaigns (email, SMS, push, WhatsApp).

Required skills

• Braze
• CleverTap
• HubSpot
• Email marketing
• SMS messaging
• Push notifications
• WhatsApp messaging
• CRM automation tools