CRM Marketing Manager
Location: Gurgaon
Work Model: Hybrid
Experience: 3–8 years
Employment Type: Full-time
About Thrillophilia
Thrillophilia is one of India's leading experiential travel platforms, helping over 2 million travellers discover and book curated holidays and experiences across India and the world.
We are a digital-first, rapidly scaling business where customer journeys are shaped through data, technology, creativity, and continuous experimentation.
About the Role
We are looking for a CRM Manager who can design customer journeys that convert interest into bookings, first-time customers into repeat travellers, and inactive users into engaged customers.
This is not a traditional CRM operations role focused only on workflows and campaign execution.
You will own what we communicate, to whom, at what moment, through which channel, and how that communication influences customer behaviour.
The role combines lifecycle marketing, customer psychology, copywriting, segmentation, automation, and experimentation.
What You Will Own
Customer Journeys
- Design and optimise lifecycle journeys across acquisition, onboarding, booking, retention, cross-sell, and win-back.
- Build automated, behaviour-led journeys across Email, WhatsApp, Push Notifications, SMS, and In-App Messaging.
- Segment users based on intent, engagement, booking behaviour, demographics, and lifecycle stage.
- Identify customer drop-offs and create relevant interventions to improve engagement and conversion.
Messaging and Content
- Own the messaging strategy across all CRM channels.
- Write and refine concise, persuasive, conversion-focused micro-copy.
- Create behavioural nudges that encourage bookings, repeat purchases, and deeper engagement.
- Work with Design and Content teams to build visually strong and brand-consistent communication.
- Adapt messaging for different customer segments and stages of the journey.
Testing and Optimisation
- Run A/B tests across subject lines, copy, CTAs, send times, audience segments, offers, and journey logic.
- Analyse campaign and customer behaviour data to improve performance.
- Build weekly and monthly CRM calendars and performance dashboards.
- Translate data into clear recommendations that improve customer engagement and revenue.
Cross-Functional Collaboration
- Partner with Product, Growth, Data, Design, Engineering, and Content teams.
- Align CRM journeys with campaigns, product launches, and business priorities.
- Advocate for thoughtful, timely, and customer-first communication across the organisation.
What We Are Looking For
- 3–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Growth Marketing.
- Proven experience building and managing customer lifecycle journeys.
- Strong understanding of segmentation, personalisation, automation, and retention.
- Excellent copywriting skills, particularly for Email, WhatsApp, Push Notifications, SMS, and In-App Messaging.
- Hands-on experience with platforms such as CleverTap, MoEngage, WebEngage, or similar tools.
- Strong analytical ability and experience with A/B testing and performance reporting.
- Curiosity about customer behaviour and what motivates people to act.
- Strong collaboration and stakeholder-management skills.
Good to Have
- Experience in travel, consumer internet, e-commerce, marketplaces, or high-growth startups.
- Understanding of behavioural psychology, persuasion, and habit-forming product design.
- Familiarity with AI-led personalisation and CRM automation.
Key Metrics
- CRM-attributed bookings and revenue
- Conversion and booking rates
- Customer retention and repeat purchases
- Customer lifetime value
- Engagement across CRM channels
- Experiment velocity and improvement rate
- Reactivation of inactive users
Why Join Thrillophilia
- Shape customer journeys for millions of travellers.
- Own a high-impact function with direct business visibility.
- Experiment across multiple channels, audiences, and customer segments.
- Work closely with Product, Growth, Data, Design, and Engineering teams.
- Build CRM as a growth engine, not merely a communication channel.
We are looking for someone who believes that every message should have a reason, every journey should have an objective, and every campaign should create measurable customer or business value.
