Manager - Usage and Retention

About the Role

At Borderless Access, we are building high-impact, insight-ready global communities through our panel brands - The Panel Station(consumers),MDForLives(healthcare professionals), andThe Expert Cafe(business professionals). As ourUsage & Retention Manager, you will take chargeafter panelist registrationand own the full journey of activation, profiling, engagement, reactivation, and long-term retention. Your goal: to ensure that registered panelists become active, well-profiled, and long-lasting contributors to our research ecosystem.

This is apost-acquisition growth role, not responsible for media spends or sign-ups, but for drivingvalue, activity, and LTVfrom already acquired panelists.

Who Should Apply

We are especially interested in candidates currently working in:

Telecom / OTT / Subscription businesses

• Roles:U&R Manager, CRM Manager, Subscriber Engagement Manager
• Companies: Jio, Airtel, Tata Play, Netflix, SonyLiv, Zee5, Amazon Prime Video etc
  

EdTech, Fintech, or HealthTech Platforms

• Roles:User Retention Manager, Growth (Post-Onboarding), Lifecycle Manager
• Companies: Byjus, Unacademy, Razorpay, Paytm, Practo, PharmEasy
  

Consumer Apps or Loyalty Platforms

• Roles:Engagement & Retention Lead, App Growth Manager, Customer Success (B2C)
• Companies: CRED, Meesho, Swiggy, Zepto, Payback, Flipkart Supercoins
  

Market Research or Panel Companies

• Roles:Panel Manager, Community Engagement Lead, Online Panel Executive
• Companies: Dynata, Toluna, Kantar Profiles, NielsenIQ

If your background includesmanaging communities,retaining platform users,profiling digital audiences, or driving repeat usage through lifecycle strategies, this role could be a perfect fit.

Key Objectives

• MaximizeMonthly Active Panelists (MAU)
• Increasesurvey completes per panelist
• Driveprofiling completionto 100%
• Reducepanelist dormancy and churn
• Improvepanel quality, engagement, and retention

Core Responsibilities

• Design and optimize first-activity journeys post-registration
• Drive dashboard logins, profile starts, survey attempts using behavior nudges

• Own all profiling journeys and logic for TPS and MDFL
• Ensure profilers are functional, relevant, and aligned with sampling needs
• Run ad hoc profilers to enrich targeting and panel value

• Design lifecycle journeys and campaigns for inactive users
• Use CEP / CRM tools (email, SMS, push) to recover drop-offs and dormant panelists

• Run activities like polls, contests, quizzes to sustain panelist interest
• Increase emotional brand connection, especially with HCPs and experts

• Monitor KPIs: MAU%, churn rate, profiling %
• Recommend product/content/process improvements for higher retention

What You Bring

• 810 years of experience in

  user engagement, lifecycle marketing, CRM, or community retention roles

• Strong execution skills with CRM tools like WebEngage, MoEngage, Clevertap, Braze
• A/B testing mindset and familiarity with GA4, Mixpanel, or cohort analysis
• Ability to work cross-functionally with product, content, design, and tech
• Experience in fast-moving, KPI-oriented businesses with large user bases
• Excellent communication and user empathy

Why Join Borderless Access

We are a technology-driven insights and global panel access company operating in 40+ countries. We are reshaping the way consumer and healthcare research is conducted using AI, human insight, and digital engagement. You will work on meaningful global brands that impact products, innovation, and decisions every day.