Key Responsibilities - The role will be responsible for facilitating ownership of Customer Retention throughout the BU of Early Learn. - This position will be responsible for increasing customer retention and driving engagement with our subscription products. - The incumbent will manage a team of product experience experts to create, execute, and oversee retention strategy to generate revenue, reduce churn, and increase renewals and retention overall for the BU. - Develop the integrated retention strategy and manage the retention team to increase customer repurchase rates, reduce customer attrition and increase customer lifetime value to secure revenue opportunities. - This role will drive innovation by identifying loyalty attributes, defining gratification policies, service delivery and service recovery SOPs, and develop guided paths to escalation for service delivery failures. - This role will work very closely with the other stakeholders to build synergy elements to drive higher ARPUs, LTVs, and be the sounding board for service delivery or product failures with relevant stakeholders. - This role will be instrumental in defining the complete CSM strategy, defining and developing playbooks for the CSMs to succeed. - This role will work closely with product/engineering stakeholders and internal projects teams to develop and execute the risk rule engines with guided/AIML logics to identify the at-risk renewals and build a complete strategy on CSM allocations priority wise. - Set assembly lines in the Retention/CSM queues and assign dedicated retention specialists with measurable KPIs to succeed in the role. - Own and drive the lifetime value of the customer through retention on the back of service delight and the upsell/cross sell that aligns Byju's offer/product (most suited product) to customer expectations. - A proactive, metrics-focused approach with accountability for results, including a demonstrated ability to deliver RO Candidate Profile - 10 to 15 years of experience driving and leading customer retention / customer success management functions in Edtech, SAAS, and PAAS environments - Must have managed large set ups across CSM, Retention, and process re-engineering - Proven track record in improving customer satisfaction, lifetime values, and ARPUs - Proven experience of leading In-house and out-sourced capabilities with ground up strategy of vendor management - In depth experience with large data set management, developing actionable based on data insights - Proven track record of executing transformation projects to drive and improve Customer renewals, retention, and product consumption - Track record of creating a simple yet unified, seamless environment for the people to work in and has defined guided paths and playbooks through building SOPs to work at scale in the past assignments - Excellent proven organizational, time-management and multi-tasking skills. Ability to work independently and to work with cross-functional departments efficiently

Bangalore

Byju's - Lead - Persistency/Renewal & Retention 

Byju's - Lead - Persistency/Renewal & Retention  ,Job Description for Byju's - Lead - Persistency/Renewal & Retention  in Byjus in  Bangalore for (10-15) years of experience. Apply Now!

Job Description for Byju's - Lead - Persistency/Renewal & Retention  in Byjus in  Bangalore for (10-15) years of experience. Apply Now!