Manager - Usage and Retention

1 week ago

Bengaluru, Karnataka, India Borderless Access Full time US$ 9,00,000 - US$ 12,00,000 per year

About the Role

At Borderless Access, we are building high-impact, insight-ready global communities through our panel brands - The Panel Station (consumers), MDForLives (healthcare professionals), and The Expert Cafe (business professionals). As our Usage & Retention Manager, you will take charge after panelist registration and own the full journey of activation, profiling, engagement, reactivation, and long-term retention. Your goal: to ensure that registered panelists become active, well-profiled, and long-lasting contributors to our research ecosystem.

This is a post-acquisition growth role, not responsible for media spends or sign-ups, but for driving value, activity, and LTV from already acquired panelists.

Who Should Apply?

We are especially interested in candidates currently working in:

Telecom / OTT / Subscription businesses

  • Roles: 
    U&R Manager, CRM Manager, Subscriber Engagement Manager
  • Companies: Jio, Airtel, Tata Play, Netflix, SonyLiv, Zee5, Amazon Prime Video etc

EdTech, Fintech, or HealthTech Platforms

  • Roles: 
    User Retention Manager, Growth (Post-Onboarding), Lifecycle Manager
  • Companies: Byju's, Unacademy, Razorpay, Paytm, Practo, PharmEasy

Consumer Apps or Loyalty Platforms

  • Roles: 
    Engagement & Retention Lead, App Growth Manager, Customer Success (B2C)
  • Companies: CRED, Meesho, Swiggy, Zepto, Payback, Flipkart Supercoins

Market Research or Panel Companies

  • Roles: 
    Panel Manager, Community Engagement Lead, Online Panel Executive
  • Companies: Dynata, Toluna, Kantar Profiles, NielsenIQ

If your background includes managing communities, retaining platform users, profiling digital audiences, or driving repeat usage through lifecycle strategies, this role could be a perfect fit.

Key Objectives

  • Maximize Monthly Active Panelists (MAU)
  • Increase survey completes per panelist
  • Drive profiling completion to 100%
  • Reduce panelist dormancy and churn
  • Improve panel quality, engagement, and retention

Core Responsibilities
Panelist Activation & Usage

  • Design and optimize first-activity journeys post-registration
  • Drive dashboard logins, profile starts, survey attempts using behavior nudges

Profiling Strategy & Execution

  • Own all profiling journeys and logic for TPS and MDFL
  • Ensure profilers are functional, relevant, and aligned with sampling needs
  • Run ad hoc profilers to enrich targeting and panel value

Reactivation & Win-Back Programs

  • Design lifecycle journeys and campaigns for inactive users
  • Use CEP / CRM tools (email, SMS, push) to recover drop-offs and dormant panelists

Engagement Campaigns

  • Run activities like polls, contests, quizzes to sustain panelist interest
  • Increase emotional brand connection, especially with HCPs and experts

Analytics & Feedback Loops

  • Monitor KPIs: MAU%, churn rate, profiling %
  • Recommend product/content/process improvements for higher retention

What You Bring

  • 8–10 years of experience in 
    user engagement, lifecycle marketing, CRM, or community retention roles
  • Strong execution skills with CRM tools like WebEngage, MoEngage, Clevertap, Braze
  • A/B testing mindset and familiarity with GA4, Mixpanel, or cohort analysis
  • Ability to work cross-functionally with product, content, design, and tech
  • Experience in fast-moving, KPI-oriented businesses with large user bases
  • Excellent communication and user empathy

Why Join Borderless Access?

We are a technology-driven insights and global panel access company operating in 40+ countries. We are reshaping the way consumer and healthcare research is conducted using AI, human insight, and digital engagement. You will work on meaningful global brands that impact products, innovation, and decisions every day.

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