Designation
Retention Head
- Role & Responsibilities
- Required skill & qualification
- Continuously benchmark with the best practices in Retention within and outside the industry to build a solid Retention Strategy that is customer centric
- Stay updated and informed about competitor movements, strategy, offers and ground activities to ensure timely countering and avoiding loss of customers
- Audit and evaluate the current Retention process and strategy being followed to identify areas of improvements and create a roadmap with plan of action for course correction
- Identify improvement areas in the product from a user journey/experience and partner with the Tech team to build the Product Roadmap
- Guide team in identifying various data sets, trends and insights to derive actionable to take timely decisions to improve on retention targets
- Monitor and guide team in designing the right monthly campaign and communication strategy basis insights derived from the various user surveys
- Guide team in identifying and bucketing user segments to build personalized approach for nurturing user engagement and retention
- Oversee, Evaluate and Monitor the monthly campaign strategy to build more user relevance, increase user engagement and retention
- Oversee, Evaluate and Monitor the monthly communication strategy across the brand and platforms to build more user relevance, increase user engagement and retention
- Monitor key business parameters on daily basis for timely course correction and plan necessary change in plans if required
- Set performance parameters and evaluate performance and returns generated through various communication channels and mediums to make necessary changes in the communication channel mix
- Identify resources within the team to bifurcate the strategy and execution deployment by setting clear objectives and targets (team KPI’s)
- Monitor team targets and budget utilization vs returns on a weekly basis and plan necessary course correction wherever required
- Explore all avenues possible to improve the user experience and achieve the overall role objective
- Masters or equivalent degree in Mass Media or Communications
- 8-10 years’ experience in Customer Retention role having managed end to end user engagement and retention, experience in Gaming Industry or Consumer Tech would be preferred
- Has solid understanding of User Journey and has used Automation tools to improve retention in past roles
- Ability to analyze large data sets and derive insights and actionable
- Strong in customer orientation and understanding of customer requirements and motivators
- Strong in research and benchmarking of user experience and user retention
- Ability to identify and create right customer segmentation and derive unique strategies for each segment
- Has solid understanding of user psychology and behaviors
- Has managed teams and vendors successfully in driving objectives
- Ability to drive the team in achieving the desired results
