CRM & Lifecycle Marketing Lead

5+ years of experience in CRM, lifecycle marketing, retention marketing, customer engagement or a similar area.

At least 2 years of experience in the fintech environment.

Proven experience designing lifecycle programmes end to end, not only executing standalone campaigns created by someone else.

Strong understanding of customer lifecycle mechanics: onboarding, activation, engagement, retention, churn prevention and reactivation.

Ability to identify behavioural barriers, lifecycle gaps and engagement opportunities, then translate them into practical CRM journeys.

Strong business and customer thinking: ability to understand what kind of message, hook, content or channel is likely to work for a specific client segment.

Hands-on experience with segmentation, behavioural triggers, journey logic, A/B testing and CRM performance analysis.

Experience with CRM or marketing automation platforms such as Braze, Iterable, Customer.io, Optimove, CleverTap, OneSignal, ZohoCRM, Solitics or similar.

Understanding of cross-channel CRM mechanics across email, push, in-app messages, chat, messengers and sales / support communication.

Excellent written English and strong copywriting skills; ability to write clear, engaging and compliant client-facing communication independently.

Comfortable working with behavioural, product and CRM data: defining segments, interpreting results and understanding what should be tested or improved.

Ability to work independently, structure work clearly and take ownership of outcomes under a service agreement model.

Experience adapting CRM communication for international markets such as MENA, SEA, Africa or LATAM.

Experience building CRM programmes from an early or underdeveloped stage.

Experience creating message libraries, tone-of-voice guidelines or reusable lifecycle communication frameworks.

Experience working with educational client journeys or event-driven communication.

Hiring process

• Introductory call with the Talent Acquisition team.
• Written exercise. You will be given one of our existing onboarding emails to rewrite, a reactivation brief, and a live market event with a short window to draft the pre-event and post-event messages. This is the core of our assessment.
• Technical and strategy interview: journey design, segmentation, measurement.
• Final interview with the Chief Revenue Officer.

Originally posted on Himalayas