客户生命周期营销经理
Customer Lifecycle Marketing Manager
职位地点：全球
关于该职位
客户生命周期营销（CLM）经理将负责并监督公司在全球市场的客户生命周期营销（CLM）和CRM策略。该职位专注于通过生命周期营销计划和个性化的客户旅程，最大化客户参与度、留存率、重复购买率和终身价值。
该职位需要全面管理跨多个自有沟通渠道的CRM活动规划、执行、优化和绩效评估，包括WhatsApp、短信、电子邮件、RCS、推送通知（适用时），以及其他新兴的互动渠道。
该职位需要具备强大的CRM战略能力、实际操作的活动执行经验、营销自动化、客户细分和MarTech专业知识。理想的候选人应有使用CRM平台（如CleverTap、MoEngage、Salesforce Marketing Cloud、Adobe Campaign或类似解决方案）的丰富经验，了解客户旅程编排、活动测量和平台集成。
您将负责以下工作：
1. 客户生命周期营销策略
· 制定并监督与业务增长重点一致的全球客户生命周期营销（CLM）策略。
- 设计客户旅程中的生命周期计划，包括注册、激活、参与、留存、交叉销售、升级销售、续订和挽回流失客户。
- 制定客户参与策略，以提高客户终身价值（LTV）和重复购买行为。
- 识别通过个性化沟通提升客户体验的机会。
2. CRM活动规划与执行
- 全面管理跨多个沟通渠道的CRM活动执行。
- 规划、创建、安排、执行和优化活动，涵盖WhatsApp、短信、电子邮件、RCS、推送通知（适用时）、应用内消息（适用时）等。
- 确保关键业务活动按时交付。
- 与产品、品牌、销售和业务团队协调活动日历。
- 保持活动质量、治理和执行卓越性。
3. 客户旅程与自动化
- 设计并优化不同生命周期阶段的自动化客户旅程。
- 根据客户行为和业务规则构建个性化的客户沟通流程。
- 实施基于触发条件的活动，如欢迎旅程、产品注册、购物车放弃（适用时）、付款提醒、重复购买、交叉销售等。
查看英文原文
Job Location: Global
About the Role
The Customer Lifecycle Marketing (CLM) Manager will own and oversee the organization's Customer Lifecycle Marketing (CLM) and CRM strategy across global markets. This role focuses on maximizing customer engagement, retention, repeat purchases, and lifetime value through lifecycle marketing initiatives and personalized customer journeys.
The incumbent will oversee end-to-end CRM campaign planning, execution, optimization, and performance measurement across multiple owned communication channels, including WhatsApp, SMS, Email, RCS, Push Notifications (where applicable), and other emerging engagement channels.
This role requires a strong blend of CRM strategy, hands-on campaign execution, marketing automation, customer segmentation, and MarTech expertise. The ideal candidate should have extensive experience with CRM platforms such as CleverTap, MoEngage, Salesforce Marketing Cloud, Adobe Campaign, or similar solutions, knowledge of customer journey orchestration, campaign measurement, and platform integrations.
What you will be expected to do:
1. Customer Lifecycle Marketing Strategy
· Define and oversee the global Customer Lifecycle Marketing (CLM) strategy aligned with business growth priorities.
- Design lifecycle programmes across the customer journey, including onboarding, activation, engagement, retention, cross-sell, upsell, renewal, and win-back.
- Develop customer engagement strategies that improve customer lifetime value (LTV) and repeat purchase behavior.
- Identify opportunities to enhance customer experience through personalized communication.
2. CRM Campaign Planning & Execution
- Oversee end-to-end execution of CRM campaigns across multiple communication channels.
- Plan, create, schedule, execute, and refine campaigns across WhatsApp, SMS, Email, RCS, Push Notifications (where applicable), In-app messaging (where applicable)
- Ensure timely delivery of business-critical campaigns.
- Coordinate campaign calendars with Product, Brand, Sales, and Business teams.
- Maintain campaign quality, governance, and execution excellence.
3. Customer Journey & Automation
- Design and refine automated customer journeys across different lifecycle stages.
- Build personalised customer communication flows based on customer behaviour and business rules.
- Implement trigger-based campaigns for Welcome journeys, Product onboarding, Cart abandonment (where applicable), Payment reminders, Repeat purchase, Cross-sell & upsell, Customer reactivation and Referral programmes
- Continuously enhance journey performance through testing and optimization.
4. CRM Platform & MarTech Management
- Oversee the lifecycle marketing technology ecosystem.
- Work extensively with CRM and marketing automation platforms including: CleverTap, MoEngage, Salesforce Marketing Cloud and Adobe Campaign.
- Configure customer segments, journeys, triggers, campaigns, and automation workflows.
- Work closely with Product and Engineering teams to implement new channel integrations and enhance platform capabilities.
- Assess and recommend new MarTech solutions that strengthen customer engagement and automation.
5. Customer Segmentation & Personalization
- Develop customer segmentation strategies using behavioural, transactional, and demographic data.
- Deliver personalised communications across lifecycle stages.
- Build dynamic audience segments for targeted campaigns.
- Improve engagement through contextual and data-informed messaging.
6. Campaign Performance & Optimization
- Monitor campaign performance across all CRM channels.
- Improve campaign effectiveness through: A/B testing, Content optimisation, Channel optimisation, Send-time optimisation and Audience refinement
- Increase customer engagement and conversion through continuous experimentation.
- Ensure campaign learnings are documented and incorporated into future initiatives.
7. Campaign Measurement & Reporting
- Establish measurement frameworks for CRM and lifecycle campaigns.
- Track campaign performance using appropriate reporting and measurement tools.
- Develop dashboards to monitor campaign effectiveness and business impact.
- Measure customer engagement and lifecycle performance across different customer cohorts.
- Provide practical recommendations that improve campaign performance and customer retention.
8. Cross-functional Partnership
- Partner with Product, Engineering, Business Intelligence, Brand, Sales, Customer Success, and Digital Marketing teams.
- Translate business requirements into scalable lifecycle campaigns.
- Ensure lifecycle marketing initiatives remain aligned with business priorities.
- Work closely with technology teams on customer data integrations and campaign enablement.
9. Innovation & Growth
- Identify emerging CRM channels and customer engagement opportunities.
- Encourage adoption of new communication channels and marketing automation capabilities.
- Benchmark industry best practices in lifecycle marketing and customer engagement.
- Recommend new approaches that improve customer retention and conversion.
You might be a strong candidate if you have:
- 8–12 years of experience in Customer Lifecycle Marketing, CRM, or Marketing Automation.
- Strong hands-on experience managing CRM campaigns across WhatsApp, Email, SMS, and RCS channels.
- Experience working with marketing automation platforms such as CleverTap, MoEngage, Salesforce Marketing Cloud, Adobe Campaign, Braze, or equivalent.
- Demonstrated expertise in customer journey design, lifecycle automation, and segmentation.
- Experience with campaign measurement, reporting, and performance optimization.
- A working knowledge of APIs, CRM integrations, event tracking, and customer data flows.
- Experience working closely with Product and Engineering teams to implement MarTech solutions.
- Good knowledge of customer engagement strategies and retention marketing.
What Sun King offers:
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture with enthusiastic colleagues driven by the challenge of innovation and making a profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.
We place great importance on sustaining a diverse, inclusive work environment.
We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.
Originally posted on Himalayas