Vedantu - Associate Director - Customer Retention & LTV - IIT/IIM/ISB

Customer Retention and LTV Head would work in generating and maximizing wallet share of the existing customers of Vedantu-Early Learning team. He/She would be responsible to prioritize projects, their management and execution through collaboration with various teams (marketing/product/sales). He/She would use data and analysis to develop and enhance the revenue from existing customers further. After performing research on customer demand, generating insights, he/she would develop strategies, offer constructs and incentive programs for various cohorts to generate revenue from the existing customers and increase their Life Time Value (LTV).

Primary buckets for revenue generations to increase the LTV would be :

- Cross sell of existing customers from one category to other

- Upsell of existing customers in a specific category

- Customer referrals

- Sales team referrals (get leads from sales team folks)

- Employee Referrals

- Working with operations/curriculum/finance team to minimize refunds in our existing programs

Responsibilities :

- Increase the lifetime value of our existing customers

- Create a roadmap for cross sell, upsell, referrals and minimize refunds for all categories

- Work closely with sales team to drive this bucket and deliver on the monthly/quarterly revenue from the existing customer base

- Work with marketing and CRM team to come up with innovative ways to reach out to specific cohorts of our existing customers and maximize revenue

- Define metrics and analyze data to measure engagement levels and performance of students.

- Track and use the user feedback and data to improve product and curriculum quality. Constantly look for ways to improve engagement levels and performance of the students through improvement in pedagogy and content design.

- Understanding and implementing project management practices. Managing and delivery of projects from conceptualization, visualization to technology mapping and final execution of projects

- Work deeply with marketing and product team to create new properties for driving engagement and increase qualified leads for specific cohorts

- Identify tech based intervention for improving sales efficiency and work with tech team to get it implemented on time

- Should be able to dive deeper into sales funnel and implement tech, marketing or any other initiative to achieve aggressive growth

- Should be able to create a coherent plan for improving sales in a proactive way and not reactive way, defining incentive structures, offer constructs for specific cohorts of existing customers

Requirements :

- Overall 4+ years of experience with at least 2 years in Revenue/Category/P&L management

- Minimum year of experience working in a startup environment.

- Should have worked deeply with sales/marketing team preferably on user base growth plans

- Good problem solver, experience in working as a management consultant in Mckinsey, BCG, Bain will be a plus

- Good communication and strong analytical skills

- B.Tech/ MBA from top Tier colleges

- 4-6yrs exp can be looked at