Customer Lifecycle Manager Job in Laundryheap Limited

Position: Customer Lifecycle Manager

Location: Bengaluru
Department: Marketing
Job Type: Full-Time

About Laundryheap:

Laundryheap is a fast-growing tech start-up that is revolutionizing the laundry and dry cleaning industry. We offer fast, reliable service with a 24-hour turnaround, currently operating in 14 global markets. As we expand and grow our dynamic team, we continue to disrupt the industry and deliver exceptional service to our customers worldwide.

Role Objective:

We are looking for a Customer Lifecycle Manager to drive customer engagement, retention, and long-term value (LTV) in a fast-paced, global environment. This role is crucial in fostering repeat customers on the Laundryheap app and website, utilizing data-driven strategies to enhance customer engagement across various digital channels. The ideal candidate will have a deep understanding of user journeys, retention marketing, and the importance of lifecycle marketing in enhancing customer satisfaction and maximizing customer lifetime value.
Your primary objective: How do we make customers place order after order on Laundryheap s app? This will involve leveraging all available resources, including data, tools, cross-functional teams, and marketing channels.

Key Responsibilities:

• Lifecycle Campaign Design & Execution: Define, design, and deploy customer communication journeys aligned with key lifecycle stages, using customer intent signals and lifecycle triggers across multiple channels (SMS, WhatsApp, Email, Push, In-App messaging). The goal is to drive timely actions, leading to habit formation and sustained engagement.
• Campaign Management: Manage end-to-end campaign setup, including logic, segmentation, creative assets, QA, launch, monitoring, and ongoing optimization. Own campaign design and execution using CRM tools like Braze, defining trigger logic, target audiences, templates, and communication frequency.
• Performance Analysis & Optimization: Monitor and analyze campaign performance using key platform and channel-specific metrics (e.g., deliverability, conversion rate (CVR), repeat purchase rate, frequency, and LTV). Conduct A/B and multivariate tests to refine messaging, cadence, and channel mix.
• Localization & Global Collaboration: Ensure all campaigns are localized and relevant to different global markets, working with in-market teams to ensure accurate translations and local insights. Collaborate with Brand, Product, and Customer Research teams to meet campaign goals.
• Data-Driven Insights & Reporting: Translate customer data and lifecycle metrics into actionable insights for campaign improvement. Leverage data to craft targeted, insight-led campaigns that influence user behavior.
• Collaboration & Creativity: Work closely with designers and copywriters to create impactful templates that drive customer engagement and conversions. Coordinate with cross-functional teams to ensure a seamless customer experience.

Must-Have Experience & Skills:

• Experience: 3 5 years of hands-on customer lifecycle management experience, preferably in E-commerce or on-demand web and app-based businesses.
• CRM & Tools Expertise: Proven experience working with CRM tools and content management systems like Customer.io, Braze, or similar platforms.
• Analytical Skills: Strong analytical skills with the ability to interpret customer data, identify behavioral patterns, and translate insights into actionable strategies.
• Technical Knowledge: Understanding of email deliverability, push notifications, in-app messaging, and SMS/WhatsApp performance optimization and best practices.
• Project Management & Organizational Skills: Excellent project management and organizational skills, with the ability to manage multiple initiatives across global markets in a fast-paced, performance-driven environment.
• Communication & Copywriting: Strong written communication skills with a customer-first mindset, capable of developing persuasive and engaging messaging.
• Growth Mindset: Comfortable working in a test-and-learn environment, always striving for optimization and efficiency to improve lifecycle outcomes.

Why Join Laundryheap?

Be part of a dynamic and fast-growing team in a globally expanding company. Work on innovative projects that push the boundaries of customer engagement. Competitive compensation and benefits in a high-performance culture. Opportunities for personal and professional growth in an international business.