Director - User Engagement & Retention - EdTech/FinTech/eCommerce

Director User Engagement and Retention

- The role of the Director of User Engagement and Retention is to build and implement retention and engagement strategies for growth.

- Accountable for delivery of key business metrics along with product team

- Shape strategy for user growth, retention, engagement, and loyalty across all owned channels including website, in-app, email push and more.

- Build customized strategies for different user cohorts based on experience, industry, geography etc.

- Build a strong user research program to validate problems and solutions.

- Work with product team to put in place tools needed to measurably impact usage across all categories and segments

- Deeply understand our users and identify opportunities for growth and optimization at every stage of their lifecycle.

- Engage cross-functionally with product, engineering, legal, analytics and creativity to build the next generation of growth tools

- Support new product launches by designing and managing product launch campaigns.

- Deliver retention programs & campaigns, ensuring that multi-channel, integrated campaigns are prioritized internally and externally with our agencies and delivered in the most effective manner

- Work with marketing team to lead audience generation for key corporate campaigns & events from the database.

- Design and execute a rapid closed-loop action process for NPS, enabling us to systematically solve user nuisances and improve the service we deliver.

- Deliver targeted improvements in customer engagement and retention. Managing the reporting of KPIs which identify performance and ROI of campaigns, using any learning to improve and optimize the customer journey

- Drive an ongoing culture of improvement and innovation, creating and developing processes that will drive efficiency and effectiveness

- Optimize existing approaches and introduce new Up-sell/Cross-sell activities ensuring that content is segmented to ensure relevance to our segments

- Build lead a highly capable and engaged team to deliver the objectives on user engagement & retention

- World-class experience in user engagement and retention, leading and managing end to end-user lifecycle on a global scale.

- Desire candidates coming from Ed-Tech, eCommerce or Fintech platforms.

- 10+ years of solid experience in designing, implementing and owning user engagement and retention programs.

- Experience setting up user engagement and retention programs.

- Technology and growth-driven mind-set with an exceptional hold on metrics and analytics.

- Critical thinker and problem-solving skills.

- Wants to work in a fast-paced environment, good to have experience in a product based start-up.