Description:

Retention & Engagement Lead

About the Role:

We are looking for a sharp, data-driven operator to own retention and engagement for a fast-growing credit card customer base. This role focuses on reducing user dormancy, improving lifecycle engagement, and building scalable programmes that keep customers active and loyal.

You will operate at the intersection of analytics, product, and marketing defining problems, building measurement frameworks, running experiments, and owning outcomes end-to-end.

This role is ideal for someone who has worked in a high-velocity B2C environment such as q-commerce, e-commerce, or gaming, where rapid experimentation, strong user understanding, and data-driven decision-making are critical.

What You Will Own:

Retention & Lifecycle:

- Define and own key retention metrics such as weekly active rate, M1/M3/M6 retention, and dormancy rate

- Build and execute lifecycle intervention programmes including onboarding, reactivation, and churn prevention

- Develop cohort-based playbooks for different user segments (e.g., high-risk, dormant, casual, power users)

- Own dormancy reduction initiatives identify at-risk users, trigger timely interventions, and measure impact

Engagement Programmes:

- Design and manage engagement and rewards frameworks tied to key business actions (e.g., repayments, referrals, cross-sell)

- Build task-based engagement systems such as streaks, milestones, and tiered progression

- Run A/B tests on offers, messaging, and channel strategies to optimize conversion and engagement

- Identify the most effective engagement levers across lifecycle stages and scale successful playbooks

Channel & Communication:

- Own multi-channel communication strategy across push notifications, email, WhatsApp, in-app messaging, and emerging touchpoints

- Improve CTRs and open rates by identifying high-intent user surfaces beyond traditional channels

- Build segmented, personalised communication calendars aligned to user cohorts

Analytics & Measurement:

- Establish robust measurement frameworks for all initiatives, including holdout groups and statistical validation

- Own and maintain retention dashboards with weekly insights and clear performance diagnosis

- Work hands-on with SQL and data tools to independently extract and analyse data

What We Are Looking For:

Experience:

- 5 to 7 years of experience in retention, engagement, CRM, or growth roles within a B2C company

- Proven track record of owning and improving a key metric end-to-end

- Experience in high-frequency user environments with rapid experimentation cycles

- Prior experience in fintech or financial services is a plus

Skills:

- Strong SQL skills with the ability to perform cohort analysis, funnel tracking, and retention modeling

- Hands-on experience with CRM/engagement platforms (e.g., Braze, CleverTap, MoEngage, WebEngage, or similar)

- Solid understanding of A/B testing methodologies and experiment design

- Familiarity with predictive use cases such as churn prediction or propensity modeling

- Strong written and verbal communication skills

Mindset:

- Naturally thinks in funnels, cohorts, and lifecycle stages

- Bias toward action prefers running experiments over lengthy planning cycles

- Comfortable navigating ambiguity and defining problem statements

- Strong product intuition with a deep understanding of user behaviour