User Retention Specialist

2 days ago

Kannur, Kerala, India beBeeRetention Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Overview:

We are seeking a seasoned professional in customer retention to develop and execute strategies that prevent user churn and re-activate lapsed customers.

The ideal candidate has 4-7 years of experience in churn management, user reactivation, or save strategies within a B2C subscription or mobile app business.

Main Responsibilities:

  • At-Risk User Intervention (Churn Prevention):
    • Work with the data team to analyze predictive models and identify customers showing signs of disengagement.
    • Engage with at-risk customers through surveys and interviews to uncover root causes of dissatisfaction.
    • Develop proactive, multi-channel campaigns triggered by at-risk behavior to re-engage customers before they cancel.
  • Lapsed User Reactivation (Win-Back Strategy):
    • Own and manage the end-to-end strategy for bringing back churned subscribers, including segmenting users based on past behavior and time since churn.
    • Test creative offers and hyper-personalized content to find reasons for customers to return.
    • A/B test offers, messaging, and channels to build a playbook of cost-effective methods for reactivating different user cohorts.
  • Analytics & Cross-Functional Collaboration:
    • Own and report on core KPIs such as Churn Rate, Save Rate, Reactivation Rate, and ROI of campaigns.
    • Provide clear data and qualitative insights to Product and Content teams on why customers are leaving.
    • Partner with Core Retention to ensure seamless user experience.

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