Retention Manager

We're looking for a Retention Manager - Product Growth to own one of our most important growth problems: how do we get users to come back, transact more frequently, and build a long-term relationship with Sri Mandir? This role sits at the intersection of product, growth, CRM, and data. You will use user behavior, cohort insights, and experimentation to identify retention opportunities and turn them into scalable product, engagement, and lifecycle interventions. This is not a traditional CRM/campaign role. You will own the retention problem while working with product, CRM, data, design, and business teams to determine the right levers to solve it.

Responsibilities:

• Retention Strategy: Build and drive the retention roadmap across new, repeat, dormant, and high-value user cohorts.
• User and Behavior Insights: Deep-dive into user behavior, cohorts, frequency, repeat patterns, and LTV to identify the biggest retention opportunities.
• Product-led Retention: Design and scale interventions such as subscriptions, loyalty/reward systems, personalisation, pricing/discounting and repeat-use experiences.
• Experimentation: Build a continuous experimentation pipeline, identify hypotheses, define success metrics, launch experiments, and measure incremental impact.
• Reactivation and Frequency: Identify opportunities to bring dormant users back and increase the frequency of existing users through product and engagement interventions.
• Cross-functional Execution: Partner closely with product, CRM, data, design, and business teams to take retention initiatives from insight PRD/experiment launch measurement scale.
• Retention Measurement: Build frameworks to understand the impact of retention initiatives on repeat rate, frequency, revenue, contribution margin, and LTV.

Diagnose Retention Problems:

• Analyze retention and repeat behavior across user, category, product, deity, geography, platform, acquisition source, and other relevant dimensions.
• Identify where and why users drop off across their lifecycle.
• Translate data into clear behavioral insights and actionable opportunities.

Build Retention Solutions:

• Convert insights into product, loyalty, personalization, and lifecycle hypotheses.
• Work with product and CRM teams to design solutions that address specific user needs and behavioral gaps.
• Prioritise opportunities based on expected user and business impact.

Run a Strong Experimentation Engine:

• Own the retention experimentation roadmap.
• Define hypotheses, control/treatment groups, success metrics, and measurement frameworks.
• Evaluate experiments based on incremental impact, not just engagement metrics.
• Scale successful interventions and quickly learn from unsuccessful ones.

Improve Repeat and Lifetime Value:

• Develop strategies to increase repeat transactions and user frequency.
• Identify opportunities to move users from first transaction to repeat high-frequency behavior.
• Build interventions that improve long-term user value rather than short-term conversion alone.

Build Retention Intelligence:

• Develop and maintain retention dashboards and reporting frameworks for daily/weekly decision-making.
• Track key metrics, including retention, repeat rate, frequency, reactivation, and LTV.
• Establish clear measurement frameworks for major retention initiatives.

Requirements:

• 6-8 years of experience in growth, retention, product growth, lifecycle, consumer internet, or related roles.
• Strong experience solving consumer retention and engagement problems through data and experimentation.
• Strong analytical ability with hands-on experience in cohort analysis, funnel analysis, retention metrics, and LTV/business impact analysis.
• Strong product sense, able to identify user problems and translate them into product or growth opportunities.
• Experience running A/B tests and growth experiments end-to-end.
• Understanding of CRM/lifecycle marketing and how communication can complement product-led retention.
• Comfortable working with SQL, product analytics, and dashboards such as Mixpanel, Metabase, Superset, or equivalent tools.
• Strong cross-functional skills able to work effectively with product, data, design, CRM, and business teams.
• Bias towards action, experimentation, and measurable outcomes.
• Ability to operate in ambiguity and independently identify and solve high-impact problems.

Key Deliverables:

• Retention Opportunity Roadmap across new, repeat, dormant, and high-value cohorts.
• Retention and Cohort Intelligence Dashboard for ongoing decision-making.
• Continuous retention experimentation pipeline with clear hypotheses and measurement.
• Successful rollout and optimization of product-led retention initiatives.
• Measurable improvement in repeat rate, retention, frequency, reactivation, and LTV.
• Clear post-launch measurement and learning framework for all major retention initiatives.