Lead - Business Development (Gurgaon)

Job description

**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 strong 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. - Strong 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.