Fintech Customer Retention Specialist

3 days ago

Thāne, Maharashtra, India beBeeEngagement Full time ₹ 40,00,000 - ₹ 50,00,000
Customer Engagement Specialist

We are seeking a skilled and analytical professional to develop and implement strategies that drive user engagement, retention, and loyalty across our platform.

  • Develop App Engagement Strategies: Create plans to increase daily active users (DAU), monthly active users (MAU), and session duration.
  • Create Gamification-led Experiences: Design experiences that drive repeat usage and behavioral stickiness among our existing user base.
  • Drive Referral Programs: Develop programs that leverage our user base and employees to increase top funnel and create new acquisition channels.
  • Implement Loyalty Mechanisms: Identify and implement loyalty frameworks to recognize and retain high-intent users.
  • Analyze User Behavior: Leverage in-app behavioral data to understand user intent signals and cross-product affinities.
  • Develop Automated Engagement Journeys: Conceptualize and execute journeys across push notifications, in-app messaging, and other owned channels.
  • Reactivate Dormant Users: Develop workflows for reactivating dormant or inactive users.
  • Define KPIs: Define and own core KPIs: returning user %, engagement frequency, feature repeat rate, retention cohorts, and churn recovery rate.
  • Partner with Product and Design: Collaborate with teams to implement in-app features that reinforce engagement (missions, progress bars, badges, etc.).
  • Optimize Lifecycle Touchpoints: Conduct ongoing A/B experiments to optimize lifecycle touchpoints based on user cohort behavior and engagement goals.
Must-Have Qualifications
  • Previous BFSI and Fintech Experience: Proven experience working in BFSI and fintech industries.
  • Lifecycle Marketing Expertise: 3-5 years of experience in lifecycle marketing, CRM, growth, or product marketing, preferably in fintech, D2C, or consumer apps.
  • Strong Understanding of Fintech Consumer Motivations: Proficiency in analyzing user journey data to define product affinity, intent segments, and retention triggers.
  • Marketing Automation and Analytics Skills: Familiarity with marketing automation and analytics tools such as MoEngage, WebEngage, Clevertap, Mixpanel.
  • Collaboration and Communication Skills: Ability to work cross-functionally with Product, Data, Design, and Content teams to deliver seamless execution.
  • Experience in Tracking Loyalty Metrics: Experience in designing and tracking loyalty metrics, engagement frameworks, and reporting dashboards.
Good to Have
  • Experience in Deploying Gamified Engagement Models: Experience in deploying gamified engagement models or behavioral nudges.
  • Exposure to Tier 2-4 Indian Audiences: Exposure to tier 2-4 Indian audiences, especially for vernacular and low-tech segments.
  • Understanding of Rewards Mechanics: Understanding of rewards mechanics (tiers, milestones, missions, cashback logic) and their impact on user behavior.
What Success Looks Like
  • Increased Returning User Base: Increase in returning user base and app re-engagement rates.
  • Improved Engagement Metrics: Consistent improvement in DAU, MAU, and session time.
  • Effective Loyalty Mechanisms: Loyalty mechanisms that drive feature repeatability.
  • Higher Adoption of Cross-Sell Products: Higher adoption of cross-sell products through in-app journeys.
  • Reduced Churn: Reduced churn and improved reactivation of dormant users.

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