Customer Lifecycle Manager CLM - Fintech

Eila Solutions is seeking a seasoned professional for the role of Manager – Customer Lifecycle & CRM based in Lahore, Pakistan. This full-time, on-site position within the Growth department requires a strategic leader to oversee the entire customer lifecycle and CRM functions. The role focuses on driving customer engagement, enhancing transaction frequency, managing loyalty programs, and developing retention frameworks to maximize customer lifetime value. The working hours for this position are from 1:00 PM to 10:00 PM.

Key Responsibilities

- Own the Engagement and Lifecycle function, focusing on increasing customer frequency, transaction activity, corridor depth, and overall engagement.
- Lead the CRM function end-to-end, including segmentation, customer journey mapping, trigger management, campaign execution, and automation.
- Develop and manage automated lifecycle journeys across various customer communication channels to ensure timely and relevant interactions.
- Build, launch, and oversee customer loyalty and rewards programs aimed at improving retention, transaction frequency, and lifetime value.
- Design and implement churn-prevention strategies by identifying early signs of customer disengagement.
- Define lifecycle stages, customer thresholds, handoff triggers, and establish KPI measurement frameworks to track success.
- Collaborate with Growth and Conversion teams to design activation journeys and CRM triggers for new customer onboarding.
- Establish CRM infrastructure and frameworks that support retention, win-back, and customer reactivation initiatives.
- Partner closely with Product, Data/BI, Compliance, and Marketing teams to ensure effective execution of lifecycle initiatives.
- Lead experimentation efforts, including A/B testing, to measure the incremental impact of CRM and lifecycle activities.
- Monitor key performance metrics such as activation, frequency, retention, churn, referrals, engagement, and customer lifetime value.
- Lead, coach, and develop a team of lifecycle specialists to build a high-performing function.

Required Qualifications

- Bachelor’s degree or equivalent qualification.
- Minimum of 5 years of relevant experience in Customer Lifecycle, CRM, Retention, Growth Marketing, or similar roles.
- Proven track record managing customer lifecycle, CRM, retention, or engagement strategies.
- Hands-on experience with CRM and marketing automation platforms.
- Experience developing loyalty, rewards, referral, or customer engagement programs.
- Strong understanding of lifecycle metrics including activation, retention, churn, frequency, and customer lifetime value (CLV).
- Analytical and commercial mindset with the ability to link customer behavior to revenue and retention outcomes.
- Previous experience managing and developing a team.
- Excellent stakeholder management and communication skills.

Preferred Qualifications

- Experience working in FinTech, mobile applications, digital products, or technology-driven businesses is highly desirable.

This role offers the opportunity to lead a critical function within a dynamic growth environment, driving customer engagement and retention strategies that directly impact business success. Candidates with a passion for data-driven marketing and customer experience optimization will find this position rewarding and challenging.