Director – Customer Experience & Retention

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.

Skills: customer engagement,customer experience (cx),crm & personalization,subscription business,consumer product,customer retention