Senior Retention Specialist

3 days ago

Lucknow, Uttar Pradesh, India beBeeChurn Full time ₹ 11,11,819 - ₹ 14,89,740

Save Churned Listeners Job Summary

">Role Overview:

We are seeking a data-driven and creative marketer to take on the pivotal challenge of preventing user churn and reactivating lapsed listeners. The goal is to understand why users decide to leave and develop strategies to win them back.

This role involves working closely with the data team to leverage predictive models and analysis to identify at-risk users. Direct engagement with these users through surveys and interviews will help uncover root causes of dissatisfaction, leading to powerful testable hypotheses for campaigns.

The ideal candidate will have direct experience building, launching, and optimizing multi-channel campaigns using marketing automation platforms. They must also be analytically sharp, able to dig through data to find opportunities, and have strong proficiency in SQL for independent analysis. Additionally, they should have an experimenter's mindset, thinking in terms of hypothesis, test, and result.

Responsibilities:

  • Identify At-Risk Users: Collaborate with the data team to predict listener disengagement or high churn risk using predictive models and your own analysis.
  • Understand Why Users Leave: Engage directly with at-risk users through surveys and interviews to uncover root causes of dissatisfaction, forming powerful testable hypotheses for campaigns.
  • Design & Launch Save Campaigns: Develop and execute proactive multi-channel campaigns triggered by at-risk behavior, aiming to re-engage listeners before they cancel their subscription.
  • Win Back Lapsed Subscribers: Architect and manage 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: Test a mix of compelling offers and hyper-personalized content to find the perfect reason for a listener to return.
  • Test and Learn Rigorously: Constantly A/B test offers, messaging, and channels to build a playbook of cost-effective methods for reactivating different user cohorts.
  • Measure What Matters: Own and report on key KPIs for this domain, translating performance data into actionable insights for stakeholders.
  • Be the Voice of Churn: Provide clear data and qualitative insights to Product and Content teams, helping them prioritize roadmap features addressing core churn drivers.

Requirements:

  • 4-7 Years of Experience: In focused roles such as churn management, user reactivation, or save strategies within a B2C subscription or mobile app business.
  • Innovative Problem-Solver: 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.
  • Analytical Sharpness: Fluency in digging through data to find opportunities, with strong proficiency in SQL for independent analysis.
  • Experimenter's Mindset: Design and interpret A/B tests to get clear, actionable answers.

What We Are Looking For:

  • A Genuine Interest in Music: To understand why a listener leaves, you need to understand what makes them stay. Your genuine interest in music and audio will give you an edge in crafting resonant and effective campaigns.

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