Role Objective :

The Head Retention will be responsible for building an overarching and evolving engagement strategy to build the user stickiness and increase the ARPU across user segments whilst focusing on repeat deposits.

Responsibilities :

1. Continuously benchmark with the best practices in Retention within and outside the industry to build a solid Retention Strategy that is customer centric

2. Stay updated and informed about competitor movements, strategy, offers and ground activities to ensure timely countering and avoiding loss of customers

3. 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

4. Identify improvement areas in the product from a user journey and experience and share and work along with the Tech team to build the Product Roadmap

5. Guide team in identifying various data sets, trends and insights to derive actionable to take timely decisions to improve on retention targets

6. Monitor and guide team in designing the right monthly campaign and communication strategy basis insights derived from the various user surveys

7. Guide team in identifying and bucketing user segments to build personalized approach for nurturing user engagement and retention

8. Oversee, Evaluate and Monitor the monthly campaign strategy to build more user relevance, increase user engagement and retention

9. Oversee, Evaluate and Monitor the monthly communication strategy across the brand and platforms to build more user relevance, increase user engagement and retention

10. Monitor key business parameters on daily basis timely course correction and plan necessary change in plans if required

11. Set performance parameters and evaluate performance and returns generated through various communication channels and mediums to make necessary changes in the communication channel mix

12. Identify resources within the team to bifurcate the strategy and execution deployment by setting clear objectives and targets (team KPI- s)

13. Monitor team targets and budget utilization vs returns on a weekly basis and plan necessary course correction wherever required

14. Explore all avenues possible to improve the user experience and achieve the overall role objective

Experience & Education :

1. 10-12 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

2. Has solid understanding of user psychology and behaviors

3. Has solid understanding of data and creating actionable insights from it

4. Has managed teams and vendors successfully in driving objectives

5. Has masters or equivalent degree in Mass Media or Communications

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