Retention Manager (Gaana) - Churn & Reactivation

Role Overview : Our Expert in Winning Back Listeners

We are seeking a data-driven and creative marketer to take on one of our most critical challenges : preventing user churn and reactivating lapsed listeners. While our core retention team focuses on engaging active users, your mission is laser-focused on the pivotal moment a user decides to leave—and the crucial window to win them back.

You will be our specialist in understanding why users churn and developing the strategies to save them or bring them back home. This is a hands-on role for a problem-solver who loves to run experiments, analyze data, and see a direct impact on the size of our user base.

Key Responsibilities

1. At-Risk User Intervention (Churn Prevention) :

• Identify Churn Signals : Work with the data team to leverage predictive models and your own analysis to identify listeners showing signs of disengagement or a high risk of churning.
• Champion Qualitative Insights : Go beyond the "what" to understand the "why". Directly engage with at-risk users through surveys and interviews to uncover the root causes of dissatisfaction, forming powerful, testable hypotheses for your campaigns.
• Design & Launch "Save" Campaigns : Develop and execute proactive, multi-channel campaigns (push, in-app modals, email) triggered by at-risk behavior. Your goal is to re-engage them before they hit the cancel button.

2. Lapsed User Reactivation (Win-Back Strategy) :

3. Analytics & Cross-Functional Collaboration :

What We’re Looking For