Job
Description
Our Story Founded in 2021 by Aadit Palicha and Kaivalya Vohra, Zepto is on a mission to save you time —making every second count towards life's real joys. Our platform has revolutionised rapid commerce in India with cutting-edge technology and strategically optimised delivery hubs. Zepto offers an extensive range of 45,000+ products, from fresh groceries to electronics, beauty essentials, apparels, toys and more, delivering across 50+ cities in 10 minutes*. Zepto Café extends our commitment to convenience, featuring a curated menu of over 200 fresh items. Your Role As the Senior Manager of Growth and Retention, you will take full ownership of driving retention, engagement, and order graduation within active customer cohorts. Your primary goal will be to maximize the lifetime value of active users by fostering long-term loyalty and driving sustainable growth. You will play a critical role in designing data-driven strategies that improve retention rates, accelerate user graduation to higher engagement levels, and enhance the overall customer experience. Key responsibilities: • Own the retention and growth strategy for active cohorts, focusing on improving key metrics such as order frequency, graduation to higher-value behaviors, and sustainable cohort profitability. • Collaborate with cross-functional teams—Product, Tech, and CRM—to conceptualize and execute targeted interventions, leveraging product experiments to improve customer engagement and retention. • Define segmentation frameworks within active cohorts to identify key behavioral triggers and implement tailored strategies to nurture loyalty and drive repeat engagement. • Design scalable retention playbooks, backed by data-driven insights, to optimize user journeys and improve retention funnel performance. • Establish robust measurement systems to track the effectiveness of retention initiatives, ensuring alignment with business goals and long-term impact. • Build, lead, and mentor a high-performing team, fostering a results-driven, collaborative, and innovation-led culture. • Deliver regular performance insights and actionable recommendations to senior leadership to influence broader growth strategies and decision-making.This role demands a strategic thinker with strong analytical skills, a customer-centric mindset, and the ability to lead teams while delivering measurable results in a fast-paced, dynamic environment. Qualifications & Experience - Bachelor's Degree from a Tier 1 institution; MBA is optional - Demonstrated experience in CLM/Growth/Retention roles & problem solving at scale - Comfortable & hands on with Data - Excel/SQL (Python would be a plus) - Able to work with and influence peers and leaders in a fast-paced, team environment - Results-oriented with excellent communication and interpersonal skills - Sound analytical ability and customer centricity What We’re Looking For - People with an endless curiosity and hunger to learn - Owners who will think of Zepto as their own venture - Operators obsessed with customer experience - Ability to work in a fast-paced environment and manage stakeholders across different teams, good communication skills with ability to work individually. Show more Show less
