Customer Lifecycle Management Lead

Role Overview :

Responsible for designing and executing customer lifecycle strategies at a brand and category level, with a focus on acquisition, retention, loyalty, and conversion. You will drive customer engagement and business growth across both Luxe and non-Luxe brands. This role requires strong analytical skills, cross-functional collaboration, and the ability to translate customer insights into measurable outcomes.

Key Responsibilities :

CLM Strategy & Execution

Design and implement brand / category-level CLM plans leveraging Sampling, GWP (Gift with Purchase), and Try & Buy initiatives to boost acquisition, retention, and loyalty.

Develop and scale end-to-end Sampling SOPs ensuring streamlined distribution, tracking, and conversion for both Luxe and non-Luxe brands.

Partner with brand teams to build customer journeys across touchpoints, ensuring a personalized and consistent experience.

Identify and activate growth levers using customer segmentation, cohort analysis, and lifecycle triggers.

Reporting & Analysis

Measure and optimise sampling performance to improve conversion rates, repeat purchases, and CLTV (Customer Lifetime Value).

Drive actionable insights using sampling conversion data, cohorting, and retargeting intelligence.

Track and report on campaign ROI, highlighting opportunities for better targeting and scaling.

Contribute to driving Marketing Income by showcasing the value of CLM-led programs to partner brands.

Stakeholder Management

Work closely with Brand Managers, Key Account Managers, Marketing, Analytics, Site & Product teams to align CLM initiatives with overall business priorities.

Act as a key liaison between internal stakeholders and external brand partners to co-create impactful CLM strategies.

Ensure timely execution and monitoring of all CLM initiatives by coordinating across functions.

Process Excellence & Innovation

Continuously improve processes around sampling and customer lifecycle campaigns to ensure efficiency and scalability.

Stay updated with industry best practices in lifecycle marketing, customer engagement, and loyalty management.

Experiment with new models of customer engagement (e.G., gamified experiences, targeted loyalty mechanics) to drive innovation

Qualification, Experience & Skills Required :

1–6 years of experience in Customer Lifecycle Management, CRM, Retention Marketing, or Brand Marketing.

Strong knowledge of sampling mechanics, loyalty programs, and acquisition funnels.

Analytical mindset with proficiency in Excel / SQL / Tableau / Google Analytics or similar tools.

Ability to work with large datasets and derive actionable insights.

Excellent stakeholder management, project management, and communication skills.

Exposure to e-commerce, retail, or beauty / fashion industries preferred.