CRM & Lifecycle Senior

Role Summary

Owns the customer journey after acquisition — from onboarding through retention — using CRM tools to keep

users active, reduce churn, and build lasting engagement across all brands.

Key Responsibilities

• Design and manage the onboarding journey for newly acquired customers across all brands
• Build and maintain retention journeys and lifecycle flows using our CRM tool
• Segment users based on behavior, activity, and lifecycle stage to personalize communication
• Identify churn risks early and build automated flows to re-engage inactive users
• Continuously test and optimize messaging, timing, and channels (email, SMS, push, WhatsApp) within lifecycle campaigns
• Track key retention metrics (activation rate, churn rate, repeat usage) and report on journey performance
• Work closely with the business team to align lifecycle campaigns with product updates and offers
• Coordinate with Creative team for content/assets needed within CRM journeys
  
  

What We're Looking For

• Proven experience managing CRM/lifecycle marketing, ideally in fintech or a subscription/transactional product
• Hands-on experience with
• CRM/marketing automation tools (e.g., Braze, CleverTap, HubSpot, or similar)
• Strong understanding of user segmentation, retention, and churn-reduction strategies
• Comfortable working with data to track performance and identify patterns in user behavior
• Experience running multi-channel lifecycle campaigns (email, SMS, push, WhatsApp)