Senior User Retention Specialist

1 week ago

Cochin, Kerala, India beBeeUserReactivation Full time ₹ 1,00,00,000 - ₹ 1,20,00,000
Retention Manager Role

We are seeking a highly skilled and experienced Retention Manager to join our team.

This is a challenging role that requires a unique blend of skills, including data analysis, creative problem-solving, and excellent communication skills.

The ideal candidate will have 4-7 years of experience in churn management, user reactivation, or save strategies, ideally within a B2C subscription or mobile app business.

Key Responsibilities:

  • User Intervention (Churn Prevention):
    • Identify Churn Signals: Collaborate with the data team to leverage predictive models and conduct your own analysis to identify listeners showing signs of disengagement or a high risk of churning.
    • Understand User Behavior: Directly engage with at-risk users through surveys and interviews to uncover the root causes of dissatisfaction, forming powerful, testable hypotheses for your campaigns.
    • Design & Launch 'Save' Campaigns: Develop and execute proactive, multi-channel campaigns triggered by at-risk behavior. Your goal is to re-engage them before they hit the cancel button.
  • Lapsed User Reactivation (Win-Back Strategy):
    • Own Win-Back Campaigns: Architect and manage the end-to-end strategy for bringing back churned subscribers, including segmenting users based on past listening behavior and time since churn.
    • Craft Irresistible Offers: Test a creative mix of compelling offers and hyper-personalized content to find the perfect reason for a listener to return.
    • Test and Learn Rigorously: Continuously A/B test offers, messaging, and channels to build a playbook of the most cost-effective methods for reactivating different user cohorts.
  • Analytics & Cross-Functional Collaboration:
    • Measure Performance: Own and report on the core KPIs for your domain: Churn Rate, Save Rate, Reactivation Rate, and ROI of your campaigns.
    • Provide Data-Driven Insights: Act as the key feedback loop to Product and Content teams. You will provide them with clear data and qualitative insights on why users are leaving, helping them prioritize roadmap features that address core churn drivers.
    • Partner with Core Retention: Work closely with the main lifecycle team to ensure a seamless user experience, so your 'save' messages and their 'engagement' messages are perfectly aligned.

We are looking for an innovative problem-solver who thinks creatively, challenges assumptions, and is excited by the opportunity to build industry-leading churn-mitigation strategies.

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