IndiGo is India’s largest and most preferred passenger airline and amongst the fastest growing airlines in the world.We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We show that low cost does not mean low quality. With our fleet of over 320 aircraft, we operate well over 2000+ daily flights, connecting over 118 destinations (of which 32 international), welcoming 100 million customers on board last year. We have an industry leading on-time performance and one of the highest customer NPS in the Indian spanet. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, developing from a domestic carrier to a global aviation giant.

Job Summary:

We are looking for a data-driven Retention Marketing Manager who can build and scale our end-to-end lifecycle spaneting engine. The ideal candidate has hands-on experience managing retention calendars, orchestrating BAU campaigns, running automated journeys, and discovering new revenue opportunities across customer cohorts. This person will play a key role in strengthening IndiGo’s D2C ecosystem by improving repeat bookings, segment performance, engagement rates, and customer lifetime value.

Key Responsibilities

1. Retention Calendar & BAU Management

• Own the monthly and quarterly retention calendar across email, push, SMS, WhatsApp, and in-app channels.
• Prioritize BAU campaigns (transactional, informational, offer-led, and lifecycle) ensuring timely execution.
• Define communication cadence for each cohort: students, frequent flyers, drop-offs, international travellers, dormant users, etc.
• Coordinate with design, analytics, and product teams to deliver high-quality retention assets.

2. Lifecycle Automation & Journey Building

• Set up automated journeys across CRM platforms (Adobe Campaign, MoEngage, Braze, or equivalent).
• Build lifecycle flows such as welcome series, abandoned search, abandoned booking, fare alerts, post-booking journeys, and ancillary upsell.
• Ensure journeys are optimized for engagement, conversion, and revenue impact.

3. Cohort Strategy & Segmentation

• Work closely with CDP and Analytics teams to identify micro-segments and high-value cohorts.
• Maintain precision-based targeting: fare seekers, app-only users, web drop-offs, high-frequency segments, student IDs, etc.
• Translate customer insights into retention strategies with measurable outputs.

4. Revenue Growth & New Avenues

• Identify new opportunities for incremental revenue:
• cross-sell and upsell moments
• ancillary attachment strategies
• personalized offers and fare nudges
• contextual campaigns using behavioural signals
• Run controlled experiments (A/B, multivariate) to test new revenue levers.

5. Analytics, Reporting & Optimization

• Monitor daily/weekly/monthly retention performance dashboards.
• Track KPIs: repeat booking rate, open/click rates, conversion , revenue per user, LTV, churn rate, app engagement, ancillary attachment .
• Provide structured insights on campaign impact and user funnel behaviour.
• Build feedback loops with BI/Data teams to continuously refine segmentation and targeting.

6. Cross-Functional Collaboration

• Collaborate closely with Product, Revenue Management, Brand, Media, and Customer Experience teams.
• Align retention narratives with ongoing performance spaneting initiatives and D2C growth targets.
• Ensure governance, data hygiene, and compliance (opt-outs, consent, GDPR/DPDP, etc.).

Required Skills & Experience

• 5 to 7 years of hands-on experience in CRM/Retention Marketing.
• Any graduate
• Strong command over CRM platforms (Adobe Campaign preferred; MoEngage/Braze acceptable).
• Experience in running multi-channel retention journeys.
• Solid grasp of customer segmentation, CDP workflows, attribution, and funnel analytics.
• Ability to interpret large datasets and convert them into actionable strategies.
• Understanding of airline, travel, or e-commerce ecosystems is a plus.
• Proficiency in Excel, dashboards, and data interpretation.
• Strong project management skills with a high sense of ownership.

Key Attributes

• Analytical thinker with strong attention to detail.
• Comfortable working in a fast-paced, data-heavy environment.
• Ability to manage multiple stakeholders and cross-functional requirements.
• Strategic mindset combined with flawless execution skills.
• Clear communicator who can simplify complex analyses into actionable insights.

At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.

IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., xxxgoindigo.in). Please report any fake job offer to eco.goindigo.in

At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’