Retention Manager

4 weeks ago

New Delhi, India XYLEM LEARNING Full time

Job Title: Retention ManagerJob 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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