Head of Retention Offline

Responsibilities:
 

• Develop and implement retention strategies for segmented user groups (new, repeat, at-risk users).
• Build processes for retaining both B2C and B2B audiences, including paid users.
• Design and manage the retention framework: engagement cycles, re-engagement, loyalty bonuses, email/push/WhatsApp flows.
• Analyze LTV, Churn, RPR, CRR, RFM, CAC payback — build retention dashboards and cohort reports.
• Launch and A/B test reactivation flows.
• Implement personalization through AI, CRM, and marketing automation tools.
• Cross-functional leadership: build efficient collaboration with product, marketing, and support teams; lead a small team.
  
   

Requirements:
 

• 3+ years of experience managing retention strategies: CJM development, churn reduction, LTV growth in digital or app-based products.
• Strong analytical skills: cohort analysis, A/B testing, experience with BI tools (Looker, Power BI, Metabase, Intercom).
• Proficiency with modern CRM platforms and automation: email, push, in-app, WhatsApp flows.
• Hands-on experience in building retention flows: welcome, activation, reactivation, winback, etc.
• Deep understanding of retention metrics: Day N Retention, Repeat Rate, WAU/MAU.
• Strong leadership and collaboration skills across departments; experience managing a small team.