Job Description

Position: Associate Director - Retention (Diagnostics Business)

Location: Mumbai

Role Objective

The Associate Director - Retention (Diagnostics) will own end-to-end customer retention and lifetime value (LTV) for Truemeds' Diagnostics business. This role will be the single-threaded owner for repeat diagnostics revenue, responsible for building scalable retention strategies, driving cross-pollination between medicines and diagnostics, and leveraging lifecycle marketing, analytics, and experimentation to maximize customer value.

Key outcomes include improving repeat test rate, retention %, LTV, and driving sustainable revenue growth without margin erosion.

Key Responsibilities

- Own end-to-end customer retention for diagnostics and cross-pollination with medicines

- Define diagnostics retention charter, lifecycle stages, and priority cohorts

- Convert medicine users (chronic, Rx-based) into diagnostics bookings

- Build disease-specific logic (diabetes, thyroid, cardiac, etc.)

- Build automated journeys across WhatsApp, Email, SMS, Push

- Abnormal result nudges, retest reminders, doctor-led follow-ups

- Recover incomplete bookings & missed collections

- Ensure personalized, time-relevant, clinically safe messaging

- Segment users by test type, frequency, condition, behavior

- Track repeat rate, time-to-repeat, cross-sell metrics

- Run structured experiments on timing, messaging, offers

- Design retest offers, bundles, annual plans

- Decide when NOT to discount; target offers selectively

- Own CRM & lifecycle tools (Clevertap, WhatsApp, CRM)

- Define & ensure correct event tracking across platforms

- Ensure clean data flow between medicines, diagnostics & CS

- Work with product on nudges, UX, tracking events

- Ensure medical relevance & compliance in communication

- Align agent workflows with lifecycle triggers

- Act as single owner for repeat diagnostics revenue

- Hire lifecycle marketers, CRM ops, analysts over time

About Truemeds

Truemeds is a pioneering, technology-driven telehealth and e-pharmacy platform redefining affordable healthcare access across India. Founded in 2019 by Akshat Nayyar and Dr. Kunal Wani, Truemeds empowers chronic patients to reduce their monthly medicine bills by up to 51% through high-quality generic substitutes sourced exclusively from the top 1% pharmaceutical manufacturers in India.

Our vision is simple yet powerful- to make healthcare affordable and accessible for every Indian household. With our distinctive tagline, "Naam ki nahi, Kaam ki Medicine," we're driving a fundamental mindset shift in how India approaches healthcare.

In August 2025, Truemeds closed an $85 million Series C funding round led by Accel and Peak XV Partners, with continued backing from West Bridge Capital and Info Edge Ventures-bringing our valuation to over $400 million, a 3.6x jump in just two years.

About the Founders

Truemeds was founded in 2019 by Akshat Nayyar and Dr. Kunal Wani, who bring together deep expertise across healthcare, pharmaceuticals, and business leadership. Akshat, an MBA from ISB, has extensive experience in scaling businesses and leading growth at Abbott India. Dr. Kunal, an MBBS and MBA, combines his medical background with strong operational acumen, having previously worked with Abbott as well. Together, they are building Truemeds with a vision to make high-quality medicines affordable and accessible to every Indian household.