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Retention Specialist

3 weeks ago

Alwar, Rajasthan, India beBeeRetention Full time ₹ 90,00,000 - ₹ 1,20,00,000
Expert Retention Specialist

We are seeking an experienced professional to join our team as a Retention Manager. As a key member of our customer success group, you will be responsible for designing and implementing proactive retention strategies to reduce churn and drive revenue growth.

Key Responsibilities:
  • Churn Prevention: Identify at-risk users and develop targeted interventions to prevent them from churning.
  • Churn Signals: Collaborate with the data team to leverage predictive models and analyze user behavior to identify signs of disengagement or high risk of churning.
  • Qualitative Insights: Engage with at-risk users through surveys and interviews to understand the root causes of dissatisfaction and develop effective solutions.
  • Campaign Execution: Develop and execute multi-channel campaigns triggered by at-risk behavior to re-engage subscribers before they cancel.
  • Lapsed User Reactivation Strategy:
  • Win-Back Campaigns: Own the end-to-end strategy for bringing back churned subscribers, including segmenting users based on past listening behavior and time since churn.
  • Win-Back Hooks: Test creative offers and hyper-personalized content to find the perfect reason for a listener to return.
  • Rigorously Test and Learn: Constantly A/B test offers, messaging, and channels to build a playbook of cost-effective methods for reactivating different user cohorts.
Requirements:
  • Focused Experience: 4-7 years of experience in churn management, user reactivation, or save strategies within a B2C subscription or mobile app business.
  • Innovative Problem-Solver: Ability to think creatively, challenge assumptions, and build industry-leading churn-mitigation strategies.
  • Hands-On Campaign Execution: Direct experience building, launching, and optimizing campaigns using marketing automation platforms.
  • Analytically Sharp: Strong proficiency with SQL for independent analysis and experience with product analytics tools.
  • Experimenter's Mindset: Skilled at designing and interpreting A/B tests to get clear, actionable answers.
  • Passion for Music: Genuine interest in music and audio to craft resonant and effective campaigns.
Bonus Points:
  • Proficiency in SQL and product analytics tools.
  • Experience with A/B testing and experimentation.
About Us:

We're passionate about delivering exceptional customer experiences and driving business results. If you're a seasoned retention expert looking for a new challenge, we'd love to hear from you.