Company: Major OTT Player in India
Location: Noida, Uttar Pradesh
Employment Type: Full-Time
Reports To: CEO

Position Summary

Our Client is looking for a Director – Customer Experience & Retention to own the complete post-install experience for free and paying users.

The role will lead Customer Experience, Retention, Lifecycle, In-Product Value Programs, and CX/Retention Product initiatives , driving activation, engagement, subscription, renewal, and long-term customer value.

The role works closely with Engineering, Growth, Product, Brand, and Payments to build a seamless, data-driven and AI-enabled customer journey.

Key Responsibilities

Own end-to-end post-install CX and value delivery for free and paying users.
Drive onboarding, activation, engagement, retention, renewal, recovery, and win-back.
Build in-product programs that improve value discovery, adoption, and engagement .
Own CX/retention product priorities and partner with Engineering for execution.
Design personalized lifecycle journeys across Push, In-App, SMS, WhatsApp, and outbound channels .
Use AI and automation for personalization, journey orchestration, churn-risk detection, and experimentation.
Own churn, renewal, engagement, and customer-value analytics across cohorts and lifecycle stages.
Build dashboards and insights to identify friction, churn drivers, and retention opportunities.
Partner with Growth to improve free-to-paid conversion and acquisition quality.
Build and lead a lean, high-performing CX and retention team.

Key Metrics

Activation and early value realization
Paying-user engagement and usage depth
Churn and renewal rates
Free-to-paid conversion
Customer retention and lifetime value

Requirements

10+ years of experience in Customer Experience, Retention, Lifecycle, Growth, Consumer Product, or related roles.
Proven experience owning post-install CX and retention outcomes for free and/or paying users.
Experience in consumer tech, OTT, subscription, content, media, or digital products .
Strong experience with lifecycle/CRM journeys and customer engagement.
Experience influencing CX/retention product decisions and working with Engineering.
Strong understanding of churn, renewal, engagement, and subscription metrics.
Experience with cohort-level analytics and experimentation.
Proven ability to lead lean teams and own measurable business outcomes.
Hands-on experience with AI, automation, personalization, or agent-based systems .

Preferred

OTT, entertainment, consumer subscription, or media experience.
Experience working with large-scale consumer audiences.
Understanding of Indian regional markets and languages.
Haryanvi, Rajasthani, Bhojpuri, or other regional language knowledge is a plus.

This Role Is Not For

Traditional CRM/Retention Marketing leaders focused only on campaigns.
Candidates focused solely on recovery, win-back, CAC, or paid acquisition.
Candidates without CX/product ownership experience.
Leaders who measure retention only through billing or message volume.
Candidates uncomfortable with AI-enabled execution, experimentation, and high ownership.

Director - Customer Experience & Retention

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