CRM Manager
About the Role
We're looking for an experienced CRM Manager
This isn't a traditional CRM role where success is measured only by building automated
workflows. We want someone who obsesses over the customer's experience at every
touchpoint—someone who thinks deeply about what we say, when we say it, and why it drives
action.
You'll design end-to-end customer journeys that convert browsers into bookers, first-time
customers into loyal travellers, and inactive users into returning advocates. You'll combine
behavioral insights, compelling micro-copy, experimentation, and data to create experiences that
feel timely, personal, and valuable.
If you're someone who notices every push notification you receive, rewrites marketing emails in
your head, and believes the right message at the right moment can change customer behavior,
you'll love this role.
Key Responsibilities
Customer Journey Design
● Design, build, and optimize end-to-end customer lifecycle journeys across acquisition,
onboarding, engagement, booking, retention, cross-sell, and win-back.
● Map customer touchpoints across multiple channels to identify friction, drop-offs, and
opportunities for engagement.
● Build automated, behavior-driven journeys that deliver personalized experiences at every
stage of the customer lifecycle.
● Create audience segmentation strategies based on user behavior, booking intent,
engagement, demographics, and lifecycle stage.
● Continuously improve journey performance using customer insights, data, and
experimentation.
Content, Nudges & Copywriting
● Own the messaging strategy across CRM channels including Push Notifications, Email,
SMS, WhatsApp, and In-App Messaging.
● Write, edit, and refine high-converting micro-copy that is concise, persuasive, and
aligned with the Thrillophilia brand.
● Design behavioral nudges using principles from psychology and behavioral economics to
encourage bookings, repeat purchases, and deeper engagement.
● Collaborate with Design to create CRM communications that are visually engaging and
conversion-focused.
● Maintain consistency in tone of voice while adapting messaging for different customer
segments and journey stages.
● Continuously improve messaging through customer feedback, data, and experimentation.
Data, Testing & Optimization
● Plan and execute A/B and multivariate experiments across subject lines, copy, CTAs,
send times, audience segmentation, and journey logic.
● Analyze campaign performance and customer behavior to identify opportunities for
optimization.
● Monitor key CRM metrics including:
○ Open Rate
○ Click-Through Rate (CTR)
○ Conversion Rate
○ Booking Rate
○ Customer Retention
○ Churn
○ Customer Lifetime Value (LTV)
○ Revenue per User
● Build Weekly, Monthly calendars, dashboards and present actionable insights to
stakeholders.
● Use data to recommend improvements that directly impact customer engagement and
business growth.
Cross-functional Collaboration
● Partner closely with Product, Growth, Design, Data, and Engineering teams to deliver
seamless customer experiences.
● Work with content and creative teams to ensure messaging aligns with campaigns and
product launches.
● Collaborate with analytics teams to define success metrics and measure journey
performance.
● Champion a customer-first mindset across the organization by advocating for thoughtful,
experience-led communication.
Qualifications & Experience
We're looking for someone who blends analytical thinking with creative instinct.
What You'll Bring
● 3–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Growth
Marketing.
● Proven experience designing and managing complex customer lifecycle journeys at scale.
● Strong understanding of customer segmentation, automation, personalization, and
lifecycle marketing principles.
● Exceptional copywriting skills with a sharp eye for micro-copy, UX writing, and
conversion-focused messaging. You care as much about the words inside a push
notification as the automation behind it.
● Experience writing compelling CRM communication across Email, Push Notifications,
SMS, WhatsApp, and In-App channels.
● Hands-on experience with CRM and marketing automation platforms such as CleverTap,
MoEngage, WebEngage, or similar platforms.
● Strong analytical skills with experience using data to optimize customer journeys and
campaign performance.
● Comfortable working with experimentation frameworks, A/B testing, and performance
reporting.
● A natural curiosity about customer behavior and a passion for understanding what
motivates people to act.
● Excellent collaboration and stakeholder management skills.
Bonus Points
● Experience in travel, consumer internet, e-commerce, marketplaces, or high-growth
startups.
● Familiarity with behavioral psychology, persuasion principles, and habit-forming product
design.
● Understanding of AI-assisted personalization and CRM automation.
Why Join Thrillophilia?
At Thrillophilia, you'll have the opportunity to shape the customer experience for millions of
travellers and directly influence business growth.
Here's what you can expect:
● Work on customer journeys at a meaningful scale with millions of users.
● High ownership and the freedom to experiment with new ideas.
● A collaborative team that values creativity, speed, and data-driven decision making.
● Opportunity to work alongside experienced leaders across Growth, Product, Data, and
Design.
● Competitive compensation and strong opportunities for career growth.
● Most importantly, you'll help inspire people to travel, explore, and create unforgettable
memories.
Location: Gurgaon - Hybrid
Experience: 3–5 Years
If you're excited about creating customer experiences where every message matters and every
journey is designed with intention, we'd love to hear from you.
Pay: ₹1,200,000.00 - ₹1,500,000.00 per year
Benefits:
- Flexible schedule
- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: Hybrid remote in Gurgaon, Haryana
