Customer Lifecycle Manager

9 hours ago

Bengaluru, Karnataka, India Laundryheap Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We're looking for a dynamic Customer Lifecycle Manager who can drive customer engagement & retention to drive LTV in a fast-paced, global environment. This role is pivotal in driving repeat customers to the Laundryheap app and website and enhancing customer engagement across digital channels. The ideal candidate will have a deep understanding of user journeys, in-app/on-platform marketing and the key role played by retention marketing in the customer funnel.

Role Objective

Find the best possible answer to the question 'How do I make a customer place order after order on Laundryheap's app, by using everything that you have access to, including (but not limited to) data, tools, resources and cross-functional teams

Key Responsibilities

  • Define, build, and deploy communication journeys aligned with key lifecycle stages, using behavioral hooks, customer intent signals & lifecycle triggers, across channels – SMS, WhatsApp, Email, Push, In-App messaging. The goal is to drive timely actions thereby leading to habit formation.
  • Manage campaign setup end-to-end: logic, segmentation, creative, QA, launch, monitoring, and optimisation.
  • Own campaign design and deployment using Braze, define trigger logic, audiences, templates and frequency.
  • Post campaign analysis - Monitor campaign performance using channel & platform-specific metrics
  • Ensure localisation and relevance across multiple markets and languages, coordinating with in-market teams for translations & local market insight
  • Work with Brand, Product and Customer Research teams to achieve goals
  • Monitor and optimise campaign performance
  • Measure campaign performance and lifecycle metrics (deliverability, CVR, repeat & frequency, LTV).
  • Conduct A/B and multivariate tests to refine messaging, cadence, and channel mix.
  • Translate data into actionable insights and recommendations for continuous improvement.
  • Collaborate with designers and copywriters to produce high-impact templates that drive engagement and conversions.
  • Translate customer data into targeted, insight-led campaigns that influence user behaviour and improve lifecycle outcomes
  • Technical knowledge of Email, Push, SMS, and IAMs – deliverability, optimization, and best practices.

Must-Have Experience & Skills

  • 3–5 years of hands-on customer lifecycle experience, preferably in E-commerce, or in on-demand web & app based businesses
  • Proven experience with working on CRM tools and content management systems  - Customer IO, Braze
  • Strong analytical skills — ability to interpret customer data, identify behavioural patterns, and translate insights into actionable strategies.
  • Technical understanding of email deliverability, push notifications, in-app messaging, and SMS/WhatsApp performance optimisation.
  • Excellent project management and organisational skills — able to handle multiple initiatives across global markets.
  • Strong written communication and copywriting skills with a customer-first mindset.
  • Comfortable working in a fast-paced, test-and-learn, performance-driven environment.

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