Chief Customer Retention Officer

4 days ago

Mangalore, Karnataka, India beBeeReactivation Full time ₹ 90,00,000 - ₹ 1,20,00,000
Retention Specialist

Our organization is seeking a highly skilled data-driven marketer to assume the role of retention specialist. This position entails taking on one of our most crucial challenges: preventing user churn and reactivating lapsed listeners.

Key Responsibilities:
  • Churn Prevention:
    • Work 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.
    • Engage directly with at-risk users through surveys and interviews to uncover the root causes of dissatisfaction, forming powerful, testable hypotheses for your campaigns.
    • Develop and execute proactive, multi-channel campaigns triggered by at-risk behavior to re-engage them before they cancel their subscription.
  • Lapsed User Reactivation:
    • 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 compelling offers and hyper-personalized content to find the perfect reason for a listener to return.
    • Constantly 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 and report on the core KPIs for this domain: Churn Rate, Save Rate, Reactivation Rate, and ROI of campaigns, translating performance data into actionable insights for stakeholders.
    • Act as the key feedback loop to the Product and Content teams, providing them with clear data and qualitative insights on why users are leaving.
    • Partner closely with the main lifecycle team to ensure a seamless user experience, so your messages and their engagement messages are perfectly aligned.

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