MakeMyTrip - Customer Lifecycle Manager

Job Description:

1. CLM Manager is required to own complete marketing to customer base through different segments & cohorts.

2. This includes the onboarding journey, growth strategies like cross-sell & up-sell, retention and at an overall level is responsible for increasing the Lifetime Value of the Customers.

3. Defining the overall value proposition of MakeMyTrip & the communication tonality.

4. Ensure end to end campaign designing, execution and result reporting.

5. Improve customer journeys by reducing effort, number of interactions and efficient communications through exposure to automation and other CLM Tools.

6. Responsible for driving process improvements while optimizing cost, speed & reliability.

Interaction Points:

1. Liaise with internal teams such as Business LOBs, Content, Creative, Product & Tech teams to ensure that current gaps in the customer experience are highlighted, prioritized and solved.

Key skills for the Role:

1. Grasp for numbers and ability to draw insights from data.

2. Strong Excel Skills with the ability to learn other analytical tools.

3. Working knowledge of various CLM Tools & SQL for data analytics.

4. Creative bent of mind & constantly look for new ideas of reaching out to the customer.

5. Strong Team management & multiple stakeholder management skills.

What you are required to bring to the team:

1. Understanding of Customer data to draw actionable insights

2. Candidates should have hands-on experience of working in critical customer lifecycle stages.

3. First principle thinking to build hypothesis and analyze data to solve problems.

4. Program management skills to drive execution of the planned changes across a cross

functional team in a time bound manner.

5. Strategic thinking & action orientation.

Qualification & Experience:

1. MBA

2. 6-10 years of relevant work experience in internet industry