Senior Retention Manager
4 days ago
Role Overview: Retention Senior Manager
We are seeking an analytical and strategic Growth Retention Manager to drive user engagement and loyalty, ultimately maximizing customer lifetime value (LTV). The core mandate is to define the transactional strategy to convert early repeat users into habitual customers, minimizing transactional churn and maximizing the velocity and frequency of the core app action. You will work at the crossroads of product, data, and CRM to design retention strategies, launch growth experiments, and build personalized customer journeys.
What will you do?
Strategy & Lifecycle Management
- Own the strategic roadmap for improving core transactional metrics across the user lifecycle (e.g., T1 to T3 transition).
- Lead product-led retention projects such as subscription, discounting systems, and major platform revamps.
- Develop automated journeys and personalized lifecycle communications in collaboration with CRM and product teams.
- Define the precise trigger logic, segmentation, and content brief for all transactional lifecycle campaigns, for formal handoff to the CRM team.
- Experiment with and launch new growth levers (e.g., dynamic personalization messaging system, reactivation hooks).
Data, Analytics & Modeling
- Build and monitor LTV/CAC models across various dimensions (category, deity, channel, SKU, platform, and city) to drive critical business decisions.
- Conduct customer cohort analysis (e.g., repeat, dormant, lapsed) and design targeted strategies to improve repeat transactions and monthly transacting users (MTUs).
- Lead in-depth cohort analysis to understand retention curves, identify at-risk cohorts, and quantify the revenue impact of strategic initiatives on repeat behavior.
- Partner with Data/Analytics to diagnose transactional drop-offs and model the optimal
Time Between Transactions (TBT)
.
Performance & Experimentation
- Own and rigorously report on key transactional health metrics, including
New User Retention
,
Transacting User Retention
,
Transaction Frequency
, and
Time Between Transactions (TBT)
.
- Design and govern A/B tests aimed at maximizing repeat purchase rates and velocity.
- Partner with data and product teams to set up churn modelling, retention dashboards, and attribution frameworks.
Cross-Functional Collaboration
- Partner closely with Product Teams to identify and resolve high-friction points specifically within the transaction funnel (e.g., checkout flow) and advocate for features that reinforce transactional behavior (e.g., savings, re-order mechanics).
- Serve as the subject matter expert on user habit formation for the broader Product Team.
- Maintain strong cross-functional collaboration with product, engineering, data, and marketing teams.
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