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Influential User Retention Specialist
3 weeks ago
Key Role: User Retention Specialist
We are looking for an ambitious and results-driven professional to join our team as a User Retention Specialist. As part of this pivotal role, you will be responsible for driving growth through innovative retention strategies and building lasting relationships with our users.
Responsibilities:- At-Risk User Intervention (Churn Prevention):
- Identify Churn Signals: Collaborate with the data analytics team to leverage predictive models and your own analysis to identify listeners showing signs of disengagement or a high risk of churning.
- Champion Qualitative Insights: Directly engage with at-risk users through surveys and interviews to uncover the root causes of dissatisfaction, forming powerful, testable hypotheses for your campaigns.
- Design & Launch 'Save' Campaigns: Develop and execute proactive, multi-channel campaigns triggered by at-risk behavior, focusing on re-engaging users before they cancel their subscription.
- Lapsed User Reactivation (Win-Back Strategy):
- Own Win-Back Campaigns: 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 Irresistible Win-Back Hooks: Go beyond generic discounts and develop creative offers and hyper-personalized content to re-engage users.
- Test and Learn Rigorously: 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 What Matters: Own and report on core KPIs such as Churn Rate, Save Rate, Reactivation Rate, and ROI of your campaigns, providing actionable insights for stakeholders.
- Be the Voice of Churn to Product: Act as a key feedback loop to the Product and Content teams, offering clear data and qualitative insights on why users are leaving, helping prioritize roadmap features addressing core churn drivers.
- Partner with Core Retention: Collaborate closely with the main lifecycle team to ensure seamless user experiences, aligning 'save' messages with 'engagement' messages.
What We're Looking For:
- 4-7 years of focused experience in churn management, user reactivation, or save strategies, preferably within B2C subscription or mobile app businesses.
- Expert Problem-Solver: You challenge assumptions, think creatively, and drive industry-leading churn-mitigation strategies.
- Hands-On Campaign Execution: Proven experience in building, launching, and optimizing campaigns using marketing automation platforms.
- Strong Analytical Skills: Proficient in digging through data, with strong proficiency in SQL and experience with product analytics tools.
- Experimenter's Mindset: You design and interpret A/B tests to get clear, actionable answers.
- A Genuine Passion for Music is Essential: Understanding what makes users stay is crucial in crafting resonant and effective campaigns.
