Strategic Leadership:

Customer-Centric Innovation: Lead initiatives to enhance the customer experience with a focus on subscription self-service, membership offerings, upsell and cross-sell opportunities, and churn deflection. Collaborate with UX Research and Product Design teams to deeply understand customer needs and design impactful solutions. Cross-Functional Collaboration: Partner closely with Technology, Data, Finance, Customer Experience, and Growth teams to ensure alignment and seamless execution of retention strategies. Act as the primary product liaison between cross-functional stakeholders, fostering a unified approach to achieving retention goals. Experimentation & Analytics: Drive a culture of experimentation by leading the vision for A/B testing and iterative improvement in the retention space. Define, monitor, and report on key performance indicators (KPIs) and metrics that measure the success of retention initiatives and inform future strategies.