True Balance - Manager - Marketing Retention

Marketing Retention Manager

About the Company :

Balancehero India Private Limited (BHI), the wholly owned subsidiary of Balancehero Co. Ltd., Korea which runs and operates mobile App "True Balance". The company launched its mobile application "True balance" in 2014 by Mr. Charlie Lee as CEO, an alumnus of the University of Chicago. The term "True Balance" also represents as trade name of Balancehero group (Balancehero co. Ltd., Korea and its subsidiaries companies).

Balancehero India Pvt. Ltd. is a fin-tech company that serves as financial platform provider through its app "True Balance" and provides wallet, utility or other payment option, loan, insurance, commerce, etc. True Balance aims to serve India 2 and 3 with utility payments financial platform for the unbanked users to serve their money for living requirements. With this aim company is enhancing its digital lending arms to serve its customers.

App "True balance" initially focused on balance check, data management, before expanding into other service categories such as issuance of pre-paid instruments in the form of digital wallet, UPI, Utility bill payment, Recharge Loan.

The app provides best services that accumulated data of 70 million users to date.

True Balance has raised fund from SoftBank Ventures Asia, Line Ventures, Naver, Shinhan Bank, TS Investment, Bon Angels, Mega Investment, IMM, Korea Development Bank, Capstone Partners and Intervest.

Key Responsibilities :

1 . Own all aspects of Enterprise Retention - Proactive and Reactive.

2. Minimize churn across all enterprise customer segments as per targets

3. Predictive churn analysis and developing strategies to counter reasons effecting churn.

4. Increase revenue across the base through Proactive/Reactive upgrades

5. Take ownership of existing base farming and generating cross-sell and upsell opportunities

6. Coordinate cross-functionally for end-to-end resolution of customer issues to prevent them from churning

7. Drive both Voluntary and Involuntary retention initiatives

8. Ensure refunds to non-retained customers are made within SLA and exit experience is good

9 Drive team of relationship managers (may or may not be directly reporting to him/her) for maximizing retentions and proactive engagement activities

10. Driving lifecycle management activities for B2B customers including managed services

What we are looking for :

The candidate should possess and demonstrate the following :

Level of Education :

- Graduate/Post Graduate from Class A institute/ MBA preferable

- Preferably has Technical knowledge of fintech domain

Experience :

- Should have at least 8 years of Retention experience.

- Has done relationship management and retention both proactive and reactive.

- Has worked on Retention Tools & Systems.

- Has suitable experience in managing Voluntary & Involuntary Churn (minimum 4-5 years)

Desired Behaviours & Alignment:

- Process Management & Improvement

- Strong interpersonal skills for cross-functional interactions.

- Customer and Business orientation

- Strong planning and project execution skills

- Smart & intelligent, willing to learn, passionate about work, strong positive attitude and customer-centric

- Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness, and value retention metrics, etc.

- Strong leadership and change management skills

- Strong understanding of the latest technologies in customer experience

- Strong people skills - ability to build and maintain effective working relationships with team members /peers/seniors along with the willingness to set and maintain high standards of performance

- Proficiency in Excel (must)

- Knowledgeable about industry trends and benchmarks