Employee Retention Manager

Reports to: Senior TL (Team Leader Manager)

Location: Gurugram

Team: Supports 1 Senior TL, 4 Team Leaders, ~150 experts

Role Overview

The HR Engagement & Retention Manager is a critical operations and support role responsible for enabling expert success through flawless execution of onboarding, retention, compliance, and administrative functions. You will be the operational backbone of your vertical (Tarot, Astrology, or Energy Healing), allowing Team Leaders to focus purely on coaching while you ensure experts have everything they need to thrive on the Coto platform. This role requires exceptional organizational skills, attention to detail, and the ability to manage multiple priorities across ~150 experts.

Key Responsibilities

Onboarding & Activation (0-30 Days)

• Own the complete onboarding process for all new experts in your vertical
• Conduct welcome orientations, platform training, and initial setup sessions
• Ensure profile completion, background verification, compliance documentation
• Track onboarding milestones: profile approval, first availability set, first session completed
• Coordinate with Team Leaders for smooth handoff after Day 30
• Troubleshoot technical issues during onboarding (platform access, payment setup, etc.)

• Target:

   <3 days to first session, >85% completion rate within 30 days

Retention & Engagement

• Monitor expert engagement metrics: login frequency, availability, responsiveness
• Identify early warning signs of disengagement or potential churn
• Proactively reach out to inactive or declining experts with retention interventions
• Coordinate re-engagement campaigns and win-back initiatives
• Celebrate milestones: tier promotions, rating achievements, revenue milestones
• Build and maintain expert community through newsletters, WhatsApp groups, events

• Target:

   <15% annual churn rate, >70% expert NPS

Progression & Performance Tracking

• Maintain expert performance dashboards: fill rate, conversion rate, ratings, revenue
• Track expert tier progression (Below Silver → Silver → Gold/Diamond)
• Coordinate tier advancement processes and communications
• Support Team Leaders with performance data and analytics for coaching sessions
• Identify top performers for recognition and case study opportunities
• Flag underperformers to Team Leaders for intensive coaching

• Target:

   20% of experts advance tiers quarterly

Compliance & Quality Assurance

• Ensure all experts maintain valid certifications, licenses, and documentation
• Monitor adherence to community guidelines and professional standards
• Coordinate background checks, verification processes, and renewals
• Track and enforce attendance and punctuality standards
• Manage escalations from Trust & Safety regarding expert conduct
• Maintain compliance documentation and audit trails

• Target:

   100% compliance with platform policies, <2% policy violations

Attendance & Punctuality Management

• Monitor expert availability settings and session attendance
• Track no-shows, cancellations, and late arrivals
• Implement attendance improvement plans for chronic issues
• Coordinate schedule adjustments and availability optimization
• Send reminders for upcoming sessions and availability gaps

• Target:

   >95% session attendance rate, <5% no-show rate

Incentives & Motivation Programs

• Administer incentive programs, bonuses, and rewards
• Communicate promotion criteria and tier benefits clearly
• Track incentive eligibility and payout processing
• Design and implement gamification initiatives (leaderboards, challenges, badges)
• Coordinate contests, competitions, and recognition programs
• Celebrate wins and share success stories across the expert community

• Target:

   >80% expert participation in incentive programs

Leaves & Time-Off Management

• Process leave requests and maintain leave calendars
• Ensure adequate expert coverage during planned absences
• Track leave balances and communicate policies
• Coordinate with Team Leaders on coverage plans for key experts
• Manage emergency leave situations and crisis support

• Target:

   <24 hour response time on leave requests

Payment Administration

• Coordinate payment processing and payout schedules
• Troubleshoot payment issues, delays, or discrepancies
• Maintain accurate records of earnings, deductions, and payouts
• Communicate payment policies and updates clearly
• Escalate complex payment issues to Finance team
• Track and resolve payment-related tickets and inquiries

• Target:

   <48 hour resolution time for payment issues, >95% on-time payouts

Operational Excellence

• Serve as primary point of contact for expert operational questions
• Maintain CRM and expert management systems with accurate data
• Generate weekly and monthly reports for Senior TL on key metrics
• Coordinate cross-functional initiatives (Product, Marketing, Finance)
• Identify process improvements and efficiency opportunities
• Support Senior TL with special projects and strategic initiatives

Success Metrics

Primary KPIs

• Onboarding:

   Time to first session <3 days, 30-day activation rate >85%

• Retention:

   Annual expert churn <15%, expert NPS >70

• Engagement:

   Expert login rate >80% weekly, availability fill rate >60%

• Compliance:

   100% documentation compliance, <2% policy violations

• Operations:

   Issue resolution time <48 hours, expert satisfaction with support >4.5/5

Supporting Metrics

• Tier progression rate (experts moving up tiers)
• Attendance rate >95%, no-show rate <5%
• Payment issue resolution time <48 hours
• Leave request response time <24 hours
• Incentive program participation >80%

Team Support

• Team Leader satisfaction with ESM support >4.5/5
• Senior TL effectiveness score (measure ESM's impact on TL productivity)
• Expert operational ticket volume reduction (measure of proactive support)

Qualifications

Required:

• 3+ years in HR Engagement, operations, customer success, or program management
• Proven track record managing operational workflows for 100+ people
• Strong project management skills with ability to juggle multiple priorities
• Exceptional attention to detail and organizational capabilities
• Proficiency in CRM systems, spreadsheets, and data management tools
• Excellent written and verbal communication skills (Hindi and English)
• Problem-solving mindset with ability to troubleshoot issues independently
• Empathy and patience when working with diverse expert community

Preferred:

• Background in wellness, mental health, coaching, or professional services
• Experience with marketplace or platform operations
• Familiarity with payment processing, compliance, and HR administration
• Understanding of Indian labor laws and independent contractor relationships
• Knowledge of Tarot, Astrology, or Energy Healing practices
• Experience with community management and engagement programs
• Proficiency in Arabic (for specific verticals supporting Gulf markets)
• Data analysis skills (SQL, Tableau, Looker) for performance tracking