About the Role:

We are looking for a strategic and data-driven leader to own customer retention and drive long-term revenue growth. The role will be responsible for building the retention strategy, reducing churn, improving customer lifetime value, and partnering with cross-functional teams to strengthen customer relationships.

Key Responsibilities:

- Retention Strategy: Build and drive the overall customer retention strategy across segments, products, and customer cohorts.

- Churn Management: Identify key churn drivers and develop proactive interventions to reduce customer and revenue churn.

- Customer Insights: Leverage customer, revenue, and behavioural data to identify retention opportunities and improve customer lifetime value.

- Revenue Growth: Drive initiatives focused on increasing customer stickiness, wallet share, cross-sell, and upsell.

- Customer Experience: Partner with Sales, Operations, Product, and Customer Success teams to address customer pain points and improve experience.

- Retention Programs: Design and implement targeted retention programs based on customer segmentation, behaviour, and value.

- Performance Management: Define and track key metrics including retention, churn,



repeat business, revenue retention, and customer lifetime value.

- Cross-functional Leadership: Influence senior stakeholders and drive organisation-wide initiatives to improve retention.

- Team Leadership: Build and lead a high-performing retention team with solid analytical and execution capabilities.

Preferred Background & Skills:

- 7+ years of experience in Customer Retention, Customer Success, Growth, Revenue, Account Management, or related roles.

- Strong experience in driving retention and revenue growth in a B2B environment.

- Excellent understanding of customer lifecycle, churn management, segmentation, and customer analytics.

- Solid commercial acumen with the ability to translate insights into business outcomes.

- Exceptional stakeholder management and communication skills, including experience working with CXO-level stakeholders.

- Strong analytical and problem-solving capabilities with a data-driven approach.

- Proven ability to build teams, drive cross-functional initiatives, and operate in a fast-paced environment.

📌 Lead - Business Development (Gurgaon) (Gurugram)
🏢 Delhivery
📍 Gurugram