We are looking for a highly analytical and strategic Senior CLM Specialist to lead customer lifecycle marketing initiatives across various digital channels. You will be responsible for designing, executing, and optimizing lifecycle journeys that enhance user engagement, reduce churn, and drive product adoption and monetization.
Key Responsibilities
1. Strategy & Planning
- Own the end-to-end customer lifecycle strategy including onboarding, activation, engagement, retention, upsell, and win-back flows.
- Design segmentation strategies based on user behavior, product usage, and lifecycle stage.
- Collaborate with product, marketing, and data teams to align lifecycle initiatives with overall growth goals.
2. Campaign Execution
- Build and launch multi-channel CLM campaigns (Push, In-App, SMS, WhatsApp).
- Leverage marketing automation tools (e.g., Insider, MoEngage, Braze, etc.) to trigger personalized, event-based journeys.
- Ensure accurate targeting, message relevance, and optimal frequency of communication.
3. Data & Performance Optimization
- Monitor campaign KPIs (open rates, CTR, conversions, retention, LTV) and report on performance regularly.
- Run A/B and multivariate testing to improve campaign effectiveness.
- Continuously optimize journeys based on data insights and user feedback.
4. Cross-Functional Collaboration
- Work with the Data & Analytics team to define and track key lifecycle metrics and events.
- Coordinate with the Creative and Product teams to ensure messaging and flows are aligned with product updates and user needs.
- Coordinate with the content team for the journey's content.
Qualifications
- 3–5 years of experience in CRM/CLM or performance marketing roles, preferably in a digital-first or fintech environment.
- Hands-on experience with customer engagement tools like Insider, Braze, MoEngage, Clevertap, or similar.
- Strong understanding of user segmentation, customer journeys, and retention mechanics.
- Analytical mindset with proficiency in Excel/Google Sheets, dashboards, and basic SQL is a plus.
- Excellent communication and project management skills.
Preferred Attributes
- Passion for customer-centric growth strategies.
- Results-driven and detail-oriented.
- Comfortable working in a fast-paced, agile environment.
- Experience in fintech, e-commerce, or mobile-first apps is a strong plus.
