About the Role upGrad is launching a micro-learning edutainment app for Hindi-speaking professionals . Think of it as a progress platform , not a traditional course marketplace.
We're pre-launch and hiring our first Retention Manager . This is a true 01 role where you'll build the entire lifecycle and engagement engine from scratch—CRM/CLM setup, automated journeys, churn prevention, dunning recovery, and win-back systems.
If you enjoy owning post-install growth and turning users into long-term subscribers, this role is for you.

What You'll Own
CRM & Lifecycle Foundations
End-to-end ownership of the CRM platform (CleverTap or equivalent)
User segmentation, journey design, and campaign automation from scratch
Multi-Channel Engagement
Hands-on execution across Push, Email, WhatsApp, In-app, and SMS
Decide the right channel, message, timing, and frequency for each user cohort
Lifecycle Funnels
Onboarding Trial conversion Subscription renewal Engagement loops
Designing habit-forming and value-reinforcing user journeys
Churn & Revenue Protection
Early churn-warning signals and cancellation save flows
Involuntary churn recovery (dunning) and failed payment journeys
Win-back & Re-engagement
Campaigns for churned, dormant, and low-engagement users
Personalized reactivation strategies based on past behavior





Experimentation & Optimization
A/B testing on messaging, timing, frequency, offers, and pricing impact
Continuous learning loops to improve retention metrics
Retention Analytics
Ownership of D1 / D7 / D30 / D90 retention curves
Cohort analysis and campaign-level performance tracking

You'd Be a Good Fit If

- 3–4 years of experience in CRM, CEP, retention, or lifecycle marketing at a consumer app
- (OTT, edutainment, audio, D2C subscription, fintech)
- Built CRM journeys hands-on using CleverTap, MoEngage, WebEngage, or Braze
- Executed campaigns across Push, Email, WhatsApp, and In-app—and know why to use each
- Think in retention curves and cohorts , not just open rates or CTRs
- Strong at behavior-based segmentation and trigger-driven automation
- Comfortable with data—can analyze campaigns using CleverTap, Mixpanel, and Google Sheets

Solid Plus
Experience in subscription-based apps (OTT, audio, edutainment)
Deep hands-on expertise with CRM tools like CleverTap or MoEngage
Uses AI / LLMs to improve CRM workflows, personalization, or experimentation

What This Role Is Not
Not performance marketing—you own post-install , not acquisition
Not a Salesforce/HubSpot admin role—this is marketing automation , not sales CRM

📌 Loyalty & Retention Manager (CRM) (Mumbai)
🏢 upGrad
📍 Mumbai