Zealant Consulting Group

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 &amp; 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
<ul>
<li>Own end-to-end post-install CX and value delivery for free and paying users.</li>
<li>Drive onboarding, activation, engagement, retention, renewal, recovery, and win-back.</li>
<li>Build in-product programs that improve value discovery, adoption, and engagement.</li>
<li>Own CX/retention product priorities and partner with Engineering for execution.</li>
<li>Design personalized lifecycle journeys across Push, In-App, SMS, WhatsApp, and outbound channels.</li>
<li>Use AI and automation for personalization, journey orchestration, churn-risk detection, and experimentation.</li>
<li>Own churn, renewal, engagement, and customer-value analytics across cohorts and lifecycle stages.</li>
<li>Build dashboards and insights to identify friction, churn drivers, and retention opportunities.</li>
<li>Partner with Growth to improve free-to-paid conversion and acquisition quality.</li>
<li>Build and lead a lean, high-performing CX and retention team.</li>
</ul>
Key Metrics
<ul>
<li>Activation and early value realization</li>
<li>Paying-user engagement and usage depth</li>
<li>Churn and renewal rates</li>
<li>Free-to-paid conversion</li>
<li>Customer retention and lifetime value</li>
</ul>
Requirements
<ul>
<li>10+ years of experience in Customer Experience, Retention, Lifecycle, Growth, Consumer Product, or related roles.</li>
<li>Proven experience owning post-install CX and retention outcomes for free and/or paying users.</li>
<li>Experience in consumer tech, OTT, subscription, content, media, or digital products.</li>
<li>Strong experience with lifecycle/CRM journeys and customer engagement.</li>
<li>Experience influencing CX/retention product decisions and working with Engineering.</li>
<li>Strong understanding of churn, renewal, engagement, and subscription metrics.</li>
<li>Experience with cohort-level analytics and experimentation.</li>
<li>Proven ability to lead lean teams and own measurable business outcomes.</li>
<li>Hands-on experience with AI, automation, personalization, or agent-based systems.</li>
</ul>
Preferred
<ul>
<li>OTT, entertainment, consumer subscription, or media experience.</li>
<li>Experience working with large-scale consumer audiences.</li>
<li>Understanding of Indian regional markets and languages.</li>
<li>Haryanvi, Rajasthani, Bhojpuri, or other regional language knowledge is a plus.</li>
</ul>
This Role Is Not For
<ul>
<li>Traditional CRM/Retention Marketing leaders focused only on campaigns.</li>
<li>Candidates focused solely on recovery, win-back, CAC, or paid acquisition.</li>
<li>Candidates without CX/product ownership experience.</li>
<li>Leaders who measure retention only through billing or message volume.</li>
<li>Candidates uncomfortable with AI-enabled execution, experimentation, and high ownership.</li>
</ul>