Furlenco - Retention & Loyalty Analyst

About Furlenco :

Furlenco is a different furniture company. We enable the urban Indian to live better today in their homes, by giving them award-winning furniture and home decor on rent.

All of our furniture is designed in-house by experts. Our furniture is inspired by the Indian urban user and how they live in their homes. Our designs are user-led and inspired by their evolving needs and growing lifestyle.

We don't just give furniture. We provide decor, accessories and appliances as well. So, with a simple click, one can furnish their entire home, room or corner without traversing multiple stores or websites at a fraction of the time, effort and cost.

Role : Retention & Loyalty Analyst

We are looking for an experienced, innovative, and data backed Analyst. If you are someone who has a passion for shaping consumer behavior and growing a business around it then we would like to hear from you.

Job Description :

- Working on creating strategies to retain customers and increasing customer lifetime value (LTV)

- Create, review and optimize customer segmentation to maximize retention and value growth of agreed products

- Initiate and perform customer retention analysis, deep dives and monitor trends and developments across the portfolio

- Create and maintain a report that tracks the whole customer journey from onboarding and welcome, through to in-life and renewal/upgrade/cancellation, with the aim of understanding the impact upon churn, and a customer's propensity tochurn/upgrade and when.

- Review and amend retention rate % assumptions in the forecasts and run scenarios based on impact from additional contributing factors on churn.

- Leverages data from all aspects of the organization impacting churn (including NPS, customer sat and loyalty and customer experience), etc.

- The detailed analysis of all churn related reports, cutting the data by multiple variables to uncover trends and insights

- Substantial database querying through the use of front and backend tools in order to acquire data necessary for analytical needs

- Lead analysis focused on uncovering all elements that may trigger customer deflection by reason and customer segment

- Leads regular reporting and analysis on key customer statistics such as voluntary, non-pay, move churn, etc

- Conducting market research to follow trends and competition

Experience :

- 1+ years experience in an analytical role managing large data sets and turning those insights into condensed trends for the business preferably in the retail/ e-commerce industry.

- 1+ years experience in analyzing qualitative and quantitative data and use of that data to develop an understanding of marketing & consumer behavior

- Understanding of customer retention; views the world through cohorts and can demonstrate knowledge of LTV curves and the value of LTV.

- MBA with relevant experience

- Experience of working on BI tools

- Ability to work in a fast paced environment under tight deadlines

- Solid business and financial acumen with exceptional analytical and quantitative problem-solving skills.