Role: Retention Team LeadAbout NoaNoa is a VC-backed early-stage startup building a root-cause, inside-out weight management platform for Tier-2 women. Most health products fail not because they don't work — but because users don't stay consistent.
At Noa, the real moat is compliance + behavior change.
Retention is not support — it's the core growth engine.
If you believe solving India's metabolic crisis requires guiding users daily (not just selling products) — this role matters.
Role SummaryWe're looking for a Retention Team Lead to own the entire post-purchase journey.
From the moment a user buys → to completing their journey → to repeating → to referring.
You will drive the systems across calls, WhatsApp, chat, and webinars to impact:
- Higher repeat %
- Better product adherence
- Lower churn
- Strong referral loops
You will build & manage a team and turn retention into a predictable revenue engine.
Key Responsibilities1. Own End-to-End User Journey (Post Purchase)- Design onboarding → first 7 days → 30 days → 90 days journey
- Build structured check-ins, nudges, and escalation flows
- Ensure users stay compliant with the plan
2. Build Retention Systems (Not Just Ops)- Create welcome journeys, WhatsApp flows, and lifecycle journeys
- Design churn prevention playbooks
- Build referral and repeat loops
3. Own Retention Metrics- Repeat %
- Churn %
- Product adherence / compliance
- LTV uplift
- Referral %
Track, analyze, and improve continuously.
4. Lead & Scale Retention Team- Hire, train, and manage retention associates
- Build SOPs, scripts, and playbooks
- Ensure quality + consistency across user interactions
5. Run High-Impact User Interventions- Webinars for education + motivation
- WhatsApp nudges and cohorts
- Call-based interventions for at-risk users
Experience- 2–5 years in Digital-Tele Customer Success / Retention / Lifecycle / Ops
- Experience in D2C / health / wellness / subscription businesses preferred
- 1-2 yrs of Team Management of Tele- Customer Success/Sales executives
- Strong comfort with data + user behavior analysis
Traits You Own- User empathy with firmness — you understand users but drive action
- Data-first mindset — you track what matters
- Ownership — you own repeat revenue, not just tasks
- Comfort with chaos — early-stage, messy execution
- People leader — can manage and push teams
Working Style- 6 days a week, 5 days WFO from office (Gurgaon), Sat WFH
- High ownership, outcome-driven
Growth TrajectoryRetention Team Lead → Retention Manager → Head, Retention- Own LTV / Lifecycle Revenue
This role directly impacts company revenue, not just experience.
Selection Process- Filtering Questions over Whatsapp (2–3 minutes)
- First Round over Gmeet (45mins-1hr)
- Assignment
- Second Round (Face-to-Face)
