Practo | Senior Manager CRM and Lifecycle Marketing

Location: Bengaluru, Karnataka, India | Employment Type: Permanent | Job Category: Marketing

About Practo:

Practo is a leading healthcare technology company on a mission to make quality healthcare affordable, accessible, and convenient for over a billion Indians. Practo connects patients with doctors, clinics, hospitals, pharmacies, and diagnostic providers through a technology-driven healthcare ecosystem. Today, Practo serves 30 crore+ patients annually and connects users with 1 lakh+ doctor partners across 20+ countries. Its offerings span doctor discovery and appointment booking, online consultations, health plans, diagnostic tests, medicine delivery, and technology solutions for healthcare providers. As Practo continues to build a seamless digital healthcare experience, customer engagement, lifecycle marketing, and retention are critical to driving meaningful and sustained user relationships. This role will play a key part in shaping that journey through data-driven CRM and lifecycle strategies.

About the Role:

We are looking for a Senior Manager CRM and Lifecycle Marketing to lead our CRM, lifecycle marketing, and retention initiatives. This role will own the end-to-end customer lifecycle strategy across multiple engagement channels and work closely with Product, Data Science, Engineering, Design, Content, Business, and Operations teams. The ideal candidate will combine strong CRM expertise, analytical thinking, program management, and stakeholder management skills to drive customer activation, engagement, retention, repeat transactions, and overall customer lifetime value.

Key Responsibilities:

1. CRM & Lifecycle Marketing:

- Own the end-to-end CRM strategy and execution across Email, Push Notifications, SMS, WhatsApp, and emerging engagement channels.

- Build and execute lifecycle journeys focused on activation, engagement, retention, and repeat transactions.

- Develop customer segmentation and personalization strategies to maximize customer lifetime value.

- Own and manage the CRM communication calendar, ensuring timely and effective execution across channels.

- Establish scalable CRM processes and best practices for campaign planning, execution, and measurement.

2. Campaign Strategy & Cross-functional Collaboration:

- Partner with Product, Data Science, Category, Design, Content, Business, and Operations teams to define customer cohorts, campaign strategies, offers, and communication plans.

- Translate business priorities into scalable CRM campaigns and customer journeys.

- Drive campaign readiness, including audience creation, experimentation plans, DLT approvals, WhatsApp template approvals, and operational execution.

- Provide strategic inputs to creative and content teams based on customer insights, campaign performance, and learnings.

- Ensure seamless execution of campaigns across multiple teams and channels.

3. Performance Analytics & Optimization:

- Define and own CRM KPIs across engagement, activation, retention, repeat transactions, and revenue contribution.

- Conduct deep dives into campaign performance and customer behavior to identify growth and optimization opportunities.

- Lead A/B testing, experimentation, and continuous optimization of campaigns and channels.

- Analyze customer cohorts and lifecycle behavior to identify opportunities for improving retention and customer value.

- Build executive dashboards and regularly communicate performance, insights, opportunities, and recommendations to leadership.

4. Retention Program Management:

- Act as the program manager for the overall retention charter, driving execution across multiple workstreams and teams.

- Track key retention initiatives, milestones, dependencies, and risks, ensuring timely resolution of blockers.

- Establish governance mechanisms through regular reviews, dashboards, milestone tracking, and stakeholder updates.

- Drive alignment across Product, Engineering, Data, Marketing, Business, and Operations teams to deliver retention objectives.

- Identify opportunities to improve processes, campaign effectiveness, and overall retention outcomes.

5. Stakeholder Management & Leadership:

- Influence cross-functional stakeholders and drive timely execution of retention and lifecycle initiatives.

- Lead structured reviews with senior leadership, highlighting progress, performance, blockers, risks, and mitigation plans.

- Establish best practices for CRM operations, campaign governance, experimentation, and retention measurement.

- Mentor junior team members and contribute to building a high-performing CRM and retention marketing function.

- Operate effectively in a fast-paced, ambiguous, and outcome-oriented environment.

Experience:

- 7-9 years of experience in CRM, Lifecycle Marketing, Growth Marketing, or a closely related field.

- Minimum 3 years of hands-on experience managing CRM operations and lifecycle campaigns.

- Experience in consumer internet, marketplaces, e-commerce, fintech, healthtech, or other high-growth digital businesses is preferred.

- Proven experience owning customer retention, lifecycle marketing, or CRM programs with measurable business outcomes.

Skills & Competencies:

- Hands-on expertise with CRM and marketing automation platforms such as CleverTap, MoEngage, or similar tools.

- Strong understanding of customer lifecycle management, segmentation, personalization, experimentation, and retention frameworks.

- Experience with analytics and product measurement tools such as Adobe Analytics, GA4, AppsFlyer, Amplitude, Mixpanel, or equivalent platforms.

- Strong analytical capabilities with the ability to derive actionable insights from large datasets.

- Excellent project and program management skills, with the ability to independently manage multiple cross-functional initiatives.

- Strong stakeholder management experience across Product, Engineering, Data Science, Design, Business, Marketing, and Operations.

- Strong communication, influencing, presentation, and problem-solving skills.

- Ability to translate customer and campaign insights into clear business actions.

- Comfortable working in a fast-paced, ambiguous, and outcome-driven environment.

What Success Looks Like:

- Improved customer activation, engagement, retention, and repeat transaction rates.

- Increased CRM-driven revenue and customer lifetime value.

- Stronger personalization and segmentation across customer journeys.

- Consistent and scalable execution of CRM campaigns across channels.

- Effective experimentation culture with measurable improvements in campaign performance.

- Strong cross-functional alignment and timely delivery of retention initiatives.

- Clear, data-driven reporting and actionable insights for senior leadership.

Join Practo to help shape how millions of people discover, access, and engage with healthcare through technology.