Senior User Retention Specialist

1 week ago

Mount Abu, Rajasthan, India beBeeRetention Full time ₹ 8,00,000 - ₹ 15,00,000
Key Responsibilities

The primary focus of this role is to develop and execute proactive strategies for retaining users and preventing churn.

At-Risk User Intervention:

  • Identify Churn Signals:
    • Collaborate with the data analytics team to leverage predictive models and analytical insights to identify listeners who are at risk of disengaging or churning.
    • Champion Qualitative Insights: Engage directly with at-risk users through surveys and interviews to gain a deeper understanding of their needs and preferences.
    • Design & Launch 'Save' Campaigns: Develop and execute targeted campaigns aimed at re-engaging at-risk users before they cancel their subscriptions.
  • Lapsed User Reactivation:
    • Develop and manage end-to-end win-back strategies for lapsed subscribers, including segmenting users based on past listening behavior and time since last use.
    • Craft Irresistible Win-Back Hooks: Test creative offers and hyper-personalized content to find compelling reasons for users to return to the platform.
    • Test and Learn Rigorously: 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 Key Performance Indicators (KPIs): Own and report on core KPIs, including Churn Rate, Save Rate, Reactivation Rate, and ROI of campaigns, providing actionable insights for stakeholders.
    • Collaborate with Product and Content Teams: Provide clear data and qualitative insights on user behavior and preferences, informing roadmap features that address key churn drivers.
    • Partner with Core Retention: Work closely with the main lifecycle team to ensure seamless user experiences, aligning 'save' messages with engagement messages.

Requirements:

  • 4-7 years of experience in churn management, user reactivation, or save strategies, preferably in B2C subscription or mobile app businesses.
  • Innovative Problem-Solver: Think creatively and challenge assumptions to develop industry-leading churn-mitigation strategies.
  • Hands-On Campaign Execution: Direct experience building, launching, and optimizing campaigns using marketing automation platforms.
  • Analytically Sharp: Strong proficiency in SQL and product analytics tools, with expertise in digging through data to find opportunities.
  • An Experimenter's Mindset: Design and interpret A/B tests to get clear, actionable answers.
  • A Passion for Music is Essential: Understand why users leave and stay by having a genuine interest in music and audio.

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