Retention Specialist

Job Description

Company OverviewCashKaro is India’s #1 cashback platform, trusted by over 25 million users! We drive more sales for Amazon, Flipkart, Myntra, and Ajio than any other paid channel, including Google and Meta. Backed by legendary investor Ratan Tata and a recent $16 million boost from Affle, we’re on a rocket ship journey—already surpassing ₹300 crore in revenue and racing towards ₹500 crore.EarnKaro, our influencer referral platform, is trusted by over 500,000 influencers and sends more traffic to leading online retailers than any other platform. Whether it’s micro-influencers or top-tier creators, they choose EarnKaro to monetize their networks. BankKaro, our latest venture, is rapidly becoming India’s go-to FinTech aggregator, similar to Paisabazaar.Join our dynamic team and help shape the future of online shopping, influencer marketing, and financial technology in India! Role OverviewWe are looking for a strategic and data-driven Assistant Manager – Retention & Growth to take charge of customer lifecycle management at CashKaro. This role focuses on optimizing user retention and driving sustainable growth by improving user engagement, personalizing experiences, and developing loyalty programs. You will be responsible for building strategies that turn first-time users into loyal customers, improving repeat visits, and maximizing customer lifetime value (CLTV). Key Responsibilities:Customer Retention Strategies:Develop and execute retention & winback strategies to engage CashKaro users through personalized communication, loyalty programs, and reward systems.Analyze user behavior to identify churn risks and implement targeted campaigns to improve retention rates.Growth Initiatives:Identify and implement opportunities for customer growth by implementing marketing led campaigns- by communication, loyalty programs, homepage personalizationWork with partnerships to grow focus brands by implementing 360 degree campaigning.Data-Driven Insights:Leverage data analytics to track key metrics like customer engagement, repeat usage, and churn rates.Perform cohort analysis to understand the effectiveness of retention strategies and implement improvements.Lifecycle Marketing:Plan and manage email, SMS, PNs, Whatsapp and in-app marketing campaigns designed to engage and retain customers at different stages of their lifecycle.Continuously optimize touchpoints throughout the customer journey to ensure seamless and personalized user experiences.Customer Feedback and Insights:Collect and analyze customer feedback to gain insights into user experience, product improvements, and potential pain points.Work closely with product teams to address feedback, build customer-centric features, and refine the user experience.Cross-functional Collaboration:Collaborate with product, brand, UI/UX, analytics, Partnerships and Customer support teams to ensure alignment on growth and retention objectives.Partner with the technology team to explore personalized features and improvements that foster user loyalty. Must-Have Skills1Retention Strategy ExpertiseProven experience in developing and executing customer retention strategies using segmentation, personalization, and user behavior analysis.Probing Questions for TA Team:Can you provide an example of a successful retention campaign you implemented? (Expected Answer: Specifics about the campaign, goals, actions taken, and results)How do you identify which users are at risk of churning? (Expected Answer: Usage of data analytics, behavior tracking, and cohort analysis)Assessment: Review past performance in previous roles through case studies or real-life examples where they successfully improved customer retention metrics.2Data Analytics and User SegmentationExpertise in using data to drive decision-making and segment users for targeted communication.Probing Questions for TA Team:How do you use data to identify different customer segments? (Expected Answer: Usage of tools like Google Analytics, customer segmentation models, or specific software)Can you share how you measure the success of your retention strategies? (Expected Answer: Discussion of key performance indicators like CLTV, retention rate, or churn rate)Assessment: Evaluate technical proficiency in using analytics tools (e.g., Excel, Google Analytics, Mixpanel) and performing cohort analysis.3Lifecycle MarketingAbility to design and execute multi-channel lifecycle marketing campaigns (email, SMS, push notifications) that drive engagement.Probing Questions for TA Team:What factors do you consider when designing a lifecycle marketing campaign? (Expected Answer: Timing, relevance, customer journey stages, personalization)How do you measure the effectiveness of a lifecycle marketing campaign? (Expected Answer: Metrics such as open rates, click-through rates, conversion rates, and retention rates)Assessment: Analyze a sample lifecycle marketing plan, assess their understanding of CDP tools like HubSpot, Clevertap etc.4Collaboration and Cross-Functional SkillsProven experience working cross-functionally with product, marketing, and tech teams to align goals and strategies.Probing Questions for TA Team:How do you ensure collaboration between different departments in executing a retention strategy? (Expected Answer: Examples of clear communication, teamwork, and project management)Can you give an example where collaboration led to significant improvements in retention or growth? (Expected Answer: Real-life case study demonstrating cross-functional teamwork)Assessment: Role-play scenarios involving cross-team collaboration on retention projects.