Program Manager

About the Role

We are hiring a Program Manager - Retention to lead and optimize our repeat business strategy, ensuring the retention team achieves 25% monthly retention and improves retention by 50 bps per month. This is a high-impact role requiring structured execution, stakeholder management, and process optimization.

Why Join Us?

We are building India's largest agri-commerce platform by driving repeat business and long-term customer engagement. We operate with ownership, frugality, transparency, and delivery excellence, and we're looking for data-driven problem solvers who can drive retention at scale.

If you're someone who enjoys deep diving into customer data, solving retention challenges, and working cross-functionally to drive impact, we'd love to have you on board!

OKR

- Achieve Retention 25%

- Improve ARPU by 50%

Key Responsibilities:

1. Cross-Functional Coordination - Driving Retention Across Teams:

- Work with 8+ stakeholders: Sales, HR, Product, Quality, L&D, KYC, and others to drive customer stickiness.

- Align sales, marketing, and product interventions to improve retailer engagement and repeat transactions.

- Ensure seamless execution of retention campaigns, and product-led interventions.

2. Process Optimization - Scale Retention Through Efficiency:

- Identify and implement low-cost, high-impact interventions to improve customer retention and repeat behavior.

- Optimize workflows to ensure faster and more effective re-engagement strategies.

- Build automated triggers and playbooks for at-risk customers.

3. Problem-Solving - Addressing Drop-offs & Bottlenecks:

- Analyze retention trends, drop-off points, and churn patterns to design targeted solutions.

- Identify friction points and develop data-backed interventions to increase repeat rate.

- Collaborate with field teams to translate on-ground insights into strategic actions.

4. Customer Cohort Management - Understanding & Acting on Customer Behavior:

- Define and track customer segments, repeat purchase patterns, and churn risks.

- Implement personalized engagement strategies for different customer cohorts.

- Work closely with marketing to refine retention communication and loyalty strategies.

5. Performance Monitoring & Reporting - Transparency in Execution:

- Define and track critical KPIs: Retention %, Repeat Purchase Rate, Customer Churn, etc.

- Provide clear, actionable insights through dashboards and regular leadership updates.

- Develop data-driven playbooks to improve retention performance.

6. Crisis Management - Ensuring Business Continuity:

- Quickly address retention-related challenges for timely resolution.

- Develop contingency plans to handle churn spikes, engagement drops, and external disruptions.

- Build scalable strategies to manage unforeseen retention risks.

What Makes You a Great Fit?

- You think simple. You break down complex problems into structured, scalable solutions.

- You own your outcomes. No excuses, just results-you drive execution relentlessly.

- You thrive in data. You make decisions based on insights, not just gut feelings.

- You do more with less. You believe in frugal innovation and high ROI interventions.

- You drive transparency. You maintain clear reporting and proactive communication.

- You're a problem-solver. You don't just identify issues-you fix them fast.

Preferred Qualifications:

- 2-4 years of experience in Program Management, Retention, Growth, or Sales Ops roles.

- Prior experience in customer retention, lifecycle marketing, or repeat business strategies.

- Strong proficiency in SQL, Excel, BI tools (Looker, Tableau, Power BI, etc.) is a plus.