Head - Retention & Growth - Education

Head - Retention and Growth

Job description:

As a retention and growth specialist, you will responsible for identifying ways to retain and grow the customer base. This may involve analyzing customer data and their behavior to understand their learning needs and preferences, and implementing strategies to improve customer satisfaction and loyalty.

Key component of the role will be to:

- Build upon the core retention marketing and product strategy for scaling up the revenues.

- Forecast monthly, quarterly, and annual retention revenue and steer growth Initiatives.

- Develop retention execution plans and deliver on retention targets within time and budget.

- Complete ownership of retention marketing campaigns, promotional budget allocation, and communication with the existing learner base.

Some specific tasks that a retention and growth specialist may be responsible for include:

- Handling the entire Student Support Team

- Ensuring resolution of queries/grievances within SLA & TAT

- Implementation of Student Support platform.

- Constantly benchmark best practices in student support processes and implement changes to enhance higher student satisfaction.

- Encourage problem-solving, strategic thinking, and customer orientation among the team

- Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys

- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey

- Enabling a two-way stream with customer-facing teams through - collecting feedback from customer-facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding, and sales teams to align with the larger CX strategy.

- Analyzing customer data to identify trends and patterns that can help take inform decisions on retention and growth strategies

- Working with cross-functional teams to develop and implement customer retention programs

Must Have:

- Strategic thinking and foresight

- Problem-solving and analytical skills

- Ability to understand business objectives and align CX accordingly

- Working backwards to lead the end-user experience

- Data-driven mindset and an aptitude for technology