About the Role

We are looking for a sharp, data-driven operator to own retention and engagement for credit card customer base. You will be responsible for reducing week-on-week dormancy, driving lifecycle-stage interventions, and building the programmes that keep customers active and loyal on the platform.

This role sits at the intersection of analytics, product, and marketing - you will define the problem, build the measurement, run the experiments, and own the outcome. We are looking for someone who has done this before in a high-velocity B2C environment - q-commerce, e-commerce, or gaming backgrounds are particularly relevant given the cadence, rigour, and user-first thinking those contexts demand.

What You Will Own

Retention & Lifecycle

- Define and own retention metrics - weekly active rate, M1/M3/M6 spend retention, dormancy rate - and set targets with clear accountability

- Build and run lifecycle intervention programmes: onboarding flows, reactivation campaigns, churn prediction + pre-emption

- Design cohort-level playbooks for different customer segments (high-risk, dormant, casual, power users)

- Own the dormancy intervention loop - identify customers likely to go inactive, trigger the right offer or nudge at the right moment, measure lift

Engagement Programmes

- Design and manage the engagement rewards stack - tying business flows (repayments, referrals, cross-sell) to customer behaviour

- Build task-based engagement mechanics: streak incentives, milestone unlocks, tiered progression

- Run A/B tests on offer structures, messaging, and channel mix to improve CTR and conversion

- Identify which engagement levers work at which lifecycle stage and build a playbook accordingly

Channel & Communication

- Own the outreach strategy across PN, email, WhatsApp, in-app, and emerging channels (chatbot, CS signature, bill payment screen)

- Drive CTR and open rate improvements - go beyond the standard channels and find higher-intent surfaces

- Build segmented communication calendars with personalisation variables at cohort level

Analytics & Measurement

- Build the measurement framework for every programme you run - pre/post analysis, holdout groups, statistical significance

- Own the retention dashboard - weekly reporting to leadership with clear diagnosis of what is moving and why

- Work directly in SQL / data tools; you should be comfortable pulling your own numbers without waiting on a data team

What We Are Looking For

Experience

- 5-7 Relevant years in a retention, engagement, CRM, or growth role at a B2C company

- We want someone who understands high-frequency user behaviour and fast experiment cycles

- Experience owning a metric end-to-end - not just contributing to a team that owns it

- Fintech or financial services exposure is a plus, not a requirement

Skills

- Strong SQL - you should be able to write and interpret cohort queries, funnel analysis, and retention curves without support

- Hands-on with at least one CRM or engagement tool (Braze, CleverTap, MoEngage, WebEngage, or equivalent)

- Comfort with experimentation - A/B test design, holdout methodology, reading results correctly

- Experience with predictive use cases (churn scoring, propensity models) - you don't need to build the model, but you should know how to work with one and operationalise it

- Strong written communication - you will write briefs, present findings, and document programmes clearly