MarTech & CRM Manager - Customer Lifecycle - Hospitality/Travel

We are hiring for a leading consumer-focused hospitality platform seeking a Martech & CRM Manager to own end-to-end customer lifecycle strategy. The role will drive CRM architecture, journey design, and personalization across acquisition to retention.

You will act as the bridge between marketing, data, and technology teams, ensuring seamless customer experiences and measurable business impact. This is a high-ownership role with enterprise-wide visibility across marketing, product, and analytics functions.

Key Responsibilities:

- Own CRM and marketing technology stack including integrations, data flows, and activation layers

- Design and govern end-to-end customer journeys across lifecycle stages

- Drive personalization and communication strategy using customer data and behavioral signals

- Define and track KPIs across conversion, retention, engagement, and revenue

- Collaborate with cross-functional teams to align business goals with CRM strategy

- Lead platform adoption, enhancements, and vendor management

Ideal Candidate Profile:

- 10+ years of experience in CRM, Martech, or customer lifecycle roles

- Strong exposure to marketing automation and customer data platforms

- Experience in consumer-facing industries such as hospitality, travel, BFSI, or retail

- Ability to think in systems, architecture, and journey frameworks (not just campaigns)

- Strong stakeholder management and cross-functional collaboration skills

- Based in Mumbai or willing to relocate (mandatory)