Customer Retention Specialist

2 weeks ago

Solapur, Maharashtra, India beBeeRetention Full time ₹ 10,00,000 - ₹ 15,00,000
Job Overview

We are seeking a data-driven professional to prevent user churn and reactivate lapsed listeners.

The mission is focused on understanding why users leave and developing strategies to save them or bring them back.

This is a hands-on role for problem-solvers who love running experiments, analyzing data, and seeing direct impact on user base size.

Key Responsibilities

  • At-Risk User Intervention
    • Identify Churn Signals: Work with the data team to leverage predictive models and analysis to identify disengaged or high-risk users.
    • Champion Qualitative Insights: Engage with at-risk users through surveys and interviews to uncover root causes of dissatisfaction.
    • Design & Launch Save Campaigns: Develop proactive, multi-channel campaigns triggered by at-risk behavior to re-engage users before they cancel.
  • Lapsed User Reactivation
    • Own Win-Back Campaigns: Architect and manage end-to-end strategy for bringing back churned subscribers, including segmenting users based on past listening behavior and time since churn.
    • Craft Irresistible Win-Back Hooks: Test creative mix of compelling offers and hyper-personalized content to find perfect reason for listeners to return.
    • Test and Learn Rigorously: Constantly A/B test offers, messaging, and channels to build cost-effective methods for reactivating different user cohorts.
  • Analytics & Cross-Functional Collaboration
    • Measure What Matters: Own and report on core KPIs for domain: Churn Rate, Save Rate, Reactivation Rate, and ROI of campaigns.
    • Be Voice of Churn to Product: Act as key feedback loop to Product and Content teams, providing clear data and qualitative insights on why users are leaving.
    • Partner with Core Retention: Work closely with main lifecycle team to ensure seamless user experience.

Requirements

  • 4-7 years of experience in churn management, user reactivation, or save strategies within B2C subscription or mobile app business.
  • Innovative Problem-Solver: Think creatively, challenge assumptions, and build industry-leading churn-mitigation strategies.
  • Hands-On Campaign Execution: Experience building, launching, and optimizing campaigns using marketing automation platforms.
  • Analytically Sharp: Strong proficiency with SQL and experience with product analytics tools.
  • Experimenter's Mindset: Design and interpret A/B tests to get clear answers.
  • Pasion for Music is Key: Understand what makes listeners stay and craft resonant campaigns.

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