Operations

Manager Reactivation and Winback

Bengaluru, Karnataka   |   Full time

About the role:

 

We are looking for a talented user lifecycle strategist who will be part of Porter’s user life cycle management team.

As a member of the core strategy team, the candidate will provide strategic support for the user win-back & retention team. He/She will oversee the functions of user reactivation, communication and retention post win back. This encompasses a wide variety of activities including:


  • Reactivation campaigns
  • Electronic communication
  • Develop post win back retention methodology
  • Lifecycle journey of reactivated users
  • User behaviour analysis


Key responsibilities and accountabilities

 

  • Understanding of what win back & retention metrics are and how to impact them (churn, reactivation & engagement)
  • Built insights via field research and historical data on the possible reasons/triggers for churn. Validate and test the hypothesis by conducting experiments
  • Lead win-back efforts in tandem with product and analytics. Develop, implement and optimize offer strategy.
  • Execute end-to-end win-back and retention strategy across multiple channels
  • Think of creative concepts to convert and engage inactive users, perform extensive campaign analysis weekly & monthly to find continuous improvement opportunities
  • Hiring coaching and leading a team to support in the implementation of win back and retention strategy.
  • Define user segmentation strategy to enable efficient win back & retention tactics.
  • Collaborate with ‘active user engagement team’ members to align efforts and improve group performance ( Improvement of Cohorts & LTV of users)
  • Provide the business with up-to-date user insights with relevant data points to enable effective decision making.
  • Liaise with various stakeholders for the successful rollout of various products and programs.
  • Demonstrate ability to influence without authority and drive measurable outcomes.


Key result areas (KRA)

 

  • Win back rate and cost of reactivation
  • Retention & wallet share cohort of reactivated user

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