Retention Manager

3 weeks ago

Kozhikode, India XYLEM LEARNING Full time

Job Title: Retention Manager

Job Description:

We are seeking an experienced and learner-focused Retention Manager to lead our efforts in driving student engagement, reducing churn, and increasing lifetime value across our learning ecosystem. This role involves managing a team, building strong retention strategies, and ensuring learners stay motivated and successful throughout their journey. Hands-on experience with MoEngage or similar platforms for lifecycle campaigns, user journey automation, and analytics is essential.

Key Responsibilities:

1. Team Leadership & Management

• Lead and mentor a team of retention specialists/executives to deliver on student engagement and retention goals.

• Establish team KPIs, monitor performance, and ensure accountability across campaigns.

• Provide training, coaching, and guidance to ensure continuous skill development within the team.

2. Lifecycle Campaign Strategy & Execution

• Design, execute, and optimize retention campaigns focused on improving student engagement, course completion rates, subscription renewals, and reactivation.

• Manage personalized multi-channel campaigns via push notifications, in-app messages, email, and WhatsApp using MoEngage.

• Develop automated learner journeys and workflows using MoEngage Flows and Smart Triggers based on behavioral and academic engagement data.

3. Cross-Functional Collaboration

• Collaborate with Digital Marketing, Content, and Academic Success teams to align communication strategies with learning milestones, curriculum needs, and platform updates.

• Partner with Brand and Creative teams to ensure messaging is motivational, consistent, and aligned with learner success.

4. Content Personalization & Engagement

• Build segmented communication strategies for different learner profiles (new users, drop-offs, high performers, inactive students).

• Create engagement through nudges, reminders, milestone celebrations, motivational content, and performance-based insights.

5. Performance Analytics & ROI Tracking

• Define and monitor key retention KPIs such as active learners, lesson engagement, course completions, subscription renewals, D7/D30 retention, and cohort health.

• Use MoEngage Analytics, Google Firebase, and internal dashboards to measure campaign effectiveness and generate actionable insights.

• Recommend data-driven improvements to maximize learner engagement and platform stickiness. 6. Platform Mastery

• Demonstrate deep expertise in MoEngage, including segmentation, real-time triggers, campaign orchestration, and predictive analytics.

• Maintain a “test and learn” approach through A/B and multivariate testing to optimize communication effectiveness.

• Familiarity with other engagement platforms such as WebEngage, CleverTap, or Braze is an added advantage.

Qualifications:

• Bachelor’s degree in Marketing, Business, Education, or a related field (Master’s preferred).

• 5–10 years of experience in retention, lifecycle, or CRM marketing, preferably within EdTech. • Proven success in managing and scaling user retention campaigns with measurable business impact.

• Strong track record of leading teams and achieving retention KPIs.

• Hands-on expertise in MoEngage (workflow automation, segmentation, analytics).

• Excellent analytical and problem-solving skills with the ability to translate learner data into actionable strategies.

• Strong communication, leadership, and stakeholder management skills.

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