Expert Churn Mitigator

2 weeks ago

Thoothukudi, Tamil Nadu, India beBeeRetention Full time ₹ 18,00,000 - ₹ 27,00,000
Key Retention Specialist Role

Our company is seeking an experienced retention specialist to lead a vital challenge: preventing user churn and reactivating lapsed listeners. This mission-critical role focuses on engaging inactive users, utilizing data-driven strategies to win back subscribers.

Key Responsibilities:
  • Churn Prevention & Intervention:
    • Identify Disengaged Users: Work with the data team to leverage predictive models and analysis to pinpoint listeners showing signs of dissatisfaction or high churn risk.
    • Engage At-Risk Users: Directly interact with disengaged users through surveys and interviews to uncover root causes of dissatisfaction, forming powerful hypotheses for campaigns.
    • Design Proactive Campaigns: Develop and execute multi-channel initiatives (push notifications, in-app modals, email) triggered by at-risk behavior to re-engage users before they cancel.
  • Lapsed User Reactivation:
    • Win-Back Strategy Architect: Own the end-to-end strategy for bringing back churned subscribers, including segmenting users based on past listening behavior and time since churn.
    • Craft Compelling Offers: Test creative mixes of compelling offers and hyper-personalized content to find the perfect reason for a listener to return.
    • Test & Learn: Constantly A/B test offers, messaging, and channels to build a playbook of cost-effective methods for reactivating different user cohorts.
  • Analytics & Cross-Functional Collaboration:
    • Measure Performance: Own and report on key KPIs for this domain: Churn Rate, Save Rate, Reactivation Rate, and campaign ROI, translating performance data into actionable insights.
    • Feedback Loop: Act as the key feedback loop to Product and Content teams, providing clear data and qualitative insights on why users are leaving, helping them prioritize roadmap features that address core churn drivers.
    • Partner with Core Retention: Collaborate closely with the main lifecycle team to ensure seamless user experiences, aligning 'save' messages with their 'engagement' messages.

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