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 prospects.
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,

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