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

📌 Director – Customer Experience & Retention (Noida)
🏢 Zealant Consulting Group
📍 Noida