Growth Head - Education

Job description

As a retention and growth specialist, you will be responsible for identifying ways to retain and grow customer base. This may involve analyzing customer data and their behavior to understand their learning needs and preferences, implementing strategies to improve customer satisfaction and loyalty., and developing campaigns to attract new customers.

Key component of the role will be to -

- Build upon the core retention marketing and product strategy for scaling up the revenues.

- Forecast monthly, quarterly, and annual retention revenue and steer growth Initiatives.

- Develop retention execution plans and deliver on retention targets within time and budget.

- Complete ownership of retention marketing campaigns, promotional budget allocation, and communication with existing players learner base.

Some specific tasks that a retention and growth specialist may be responsible for include:

- Handling the entire Student Support Team.

- Ensuring resolution of queries/grievances within SLA & TAT

- Co-ordination with Cross Functional teams to ensure student satisfaction

- Internal Training & Development Program, which includes Sales Training, Product Training & refresher Training

- Managing escalations on social media & ensuring resolution.

- Implementation of Student Support platform.

- Involved in New product Implementation like Freshdesk & Leadsqaured

- Constantly benchmark Implementing best practices in student support processes and implement changes to enhance higher student satisfaction.

- Student retention and services.

- Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

- Encourage problem-solving, strategic thinking and customer-orientation amongst the team

- Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys

- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey

- Enabling a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

- Analyzing customer data to identify trends and patterns that can help take inform decisions on retention and growth strategies

- Providing insights and recommendations to senior leadership on ways to improve retention and growth efforts.

- Monitoring and analyzing the effectiveness of retention and growth efforts, and adjusting strategies as needed

- Identifying and implementing strategies to improve customer satisfaction and loyalty, such as by offering personalized experiences or incentives

- Working with cross-functional teams to develop and implement customer retention programs

Must Have -

- Strategic thinking and foresight

- Problem-solving and analytical skills

- Ability to understand business objectives and align CX accordingly

- Working backwards to lead the end-user experience

- Data-driven mindset and an aptitude for technology