CRM & Lifecycle Marketing Specialist

Role Overview

We are seeking a detail-oriented and strategic CRM & Lifecycle Marketing Specialist to design, execute, and optimize customer relationship strategies that drive retention, loyalty, and lifetime value. This role will focus on building automated lifecycle journeys, personalized campaigns, and CRM-driven insights for the organization as well as our clients across industries.

The specialist will act as the bridge between marketing, data, and customer success — ensuring every customer interaction is meaningful, timely, and measurable.

Key Responsibilities:

Strategy & Planning

• Develop and implement CRM strategies to improve customer retention, engagement, and cross-sell/upsell opportunities.
• Design end-to-end lifecycle campaigns (onboarding, activation, engagement, churn prevention, and win-back).
• Build personalization strategies leveraging segmentation, behavioral triggers, and customer journey mapping.

Execution & Optimization

• Manage CRM tools/platforms (HubSpot, Salesforce, Braze, MoEngage, Clevertap, etc.) and ensure proper integration across channels.
• Create and deploy email, SMS, push notifications, WhatsApp, and in-app campaigns with testing and optimization.
• Ensure campaigns are data-driven, compliant with privacy regulations (GDPR/CCPA), and aligned with brand messaging.

Data, Insights & Reporting

• Analyze customer behavior, segmentation, and lifecycle stage transitions.
• Build dashboards and reporting frameworks for campaign performance, retention metrics, and LTV.
• Collaborate with Data/BI teams to identify churn drivers, engagement trends, and customer health scores.

Cross-functional Collaboration

• Partner with Performance Marketing, Content, and Product teams to deliver consistent omnichannel experiences.
• Work with clients' sales and customer success teams to improve conversion and retention.
• Support marketing transformation projects for clients by creating customized lifecycle models tailored to their business goals.

Key Skills & Competencies

• Strong knowledge of CRM platforms (HubSpot, Salesforce, Zoho CRM, Braze, MoEngage, Clevertap, Iterable, etc.).
• Expertise in lifecycle marketing: onboarding flows, re-engagement campaigns, churn prevention, loyalty programs.
• Hands-on experience with marketing automation, A/B testing, segmentation, and personalization.
• Strong understanding of customer retention KPIs: LTV, churn rate, NPS, repeat purchase, engagement score.
• Ability to use data analytics tools (Google Analytics, Tableau, Power BI, SQL).
• Solid knowledge of omnichannel communication: email, push, SMS, in-app, and WhatsApp.
• Strong collaboration skills with a mindset of delivering marketing transformation for both internal and client-side operations.

Qualifications

• Bachelor's degree in Marketing, Business, Data Analytics, or related field.
• 3–6 years of experience in CRM or lifecycle marketing roles.
• Experience working in digital-first organizations or agencies delivering CRM solutions to multiple clients is a plus.
• Certifications in CRM platforms, lifecycle marketing, or marketing automation will be an advantage.

Success Metrics (KPIs)

• Customer activation rates post-onboarding campaigns.
• Retention and churn rate improvements across client and organizational projects.
• Increase in repeat purchase rate / engagement metrics (session frequency, active users).
• Growth in Customer Lifetime Value (LTV).
• CRM-driven revenue contribution and ROI from lifecycle campaigns.
• Efficiency in campaign execution, automation, and reporting turnaround.

This role ensures that CRM and lifecycle marketing don't remain limited to campaign execution, but become a strategic growth driver for both the organization and its client ecosystem.

Why Join Infinity Advertising Network Private Limited?

• Opportunity to work with a dynamic and creative team.
• Exposure to impactful projects that shape public communication.
• Competitive compensation and growth opportunities.