Senior Manager - Retention

Designation: Senior Manager

Location

About the Role:

We are looking for a motivated growth leader with a strong penchant towards analytics, product and marketing to join us as part of the Kapiva Team. This team is primarily responsible for driving the product (Kapiva website and app) and its associated metrics - revenue, retention, and customer engagement. This channel has grown 3x in revenue over the last 12 months and is poised to grow another 4x over the next 12 months.

The incumbent will own the entire retention strategy for Kapiva and drive revenue through all initiatives related to customer retention and engagement via differentchannels. They will be required to drive improvement in key metrics like CAC, Lifetime value (LTV), customer, retention, churn rate, customer engagement, conversion rate etc.

Job Responsibilities:

LTV strategy and execution

● Own the retention roadmap for Kapiva and drive initiatives designed to get customers back on the platform

● Own channels like CRM on-site communication, store/App and work with team members to drive engagement

● Own the overall customer experience and remove friction points in the customer journey that might lead to churn. Work with different departments to ensure that the customer is getting best-in-class experience across her journey

● Define features and enhancements to be built across the customer journey and drive Product features for Store & App

● Develop holistic wellness programs for customers and ensure that they get the expected health outcomes

● Lead all changes on Kapiva’s store - homepage, category pages, product pages, and campaign pages and optimize creatives & banners based on performance

● Lead a team of 5-6 members across CRM, analytics and store (web/ app)

● Work with key stakeholders across teams - marketing, product, engineering, and leadership to drive business outcomes.

Analytics and measurement:

● Create different customer segments to personalize communication and experience

● Own the retention and engagement output metrics - track and monitor on a regular basis

● Understand reasons for churn, retention by conducting data deep dives

● Speak to customers as required to get an in-depth insight into customer’s behavior

● Provide inputs to product, marketing and acquisition teams based on consumer insights

Requirements:

● MBA with 3+ years of experience in a growth role/analytics role/ program management or relevant roles in a B2C company

● Experience in translating high-level business problems into detailed initiatives and action steps

Marketing Skills, Product & tech Understanding

Sales & Growth Strategy