About Traya Health
Traya Health is India's leading personalized hair health platform, combining Ayurveda, nutrition science, and dermatology to treat hair loss at its root. We have helped over 10 lakh Indians regain confidence through a science-backed, subscription-first model. As we scale our business category, we are building a dedicated leadership layer to own retention outcomes end-to-end.
About the Role
Customer Retention is a business-critical priority at Traya. This is a senior, high-ownership role that sits at the intersection of data, customer experience, product, and growth. This role is built for someone who operates from first principles, obsesses over the customer journey, and thrives in ambiguity. If you love going deep in data, designing experiments, and building systems that compound over time then this is for you.
Key Responsibilities:
Retention Strategy & Ownership
- Own the full customer retention funnel from post-purchase onboarding through renewal and long-term loyalty.
- Define and drive retention goals; translate them into a prioritised roadmap of initiatives.
- Identify structural and behavioural drivers of churn through rigorous data analysis and customer research.
Data & Insights
- Own deep-dive analytics on cohort behaviour, churn patterns, engagement signals, and LTV drivers.
- Build and maintain dashboards that make retention health visible to the stakeholders in real time.
- Surface actionable insights from data- not just reporting, but storytelling that drives decisions.
Experimentation & Innovation
- Design and run structured experiments (A/B, multivariate) across comms, product, and experience touchpoints.
- Develop hypotheses grounded in first principles; validate fast and scale what works.
- Constantly challenge existing assumptions about why customers stay or leave.
Customer Experience & Problem Solving
- Map and re-engineer the customer journey to eliminate friction and create moments of delight.
- Collaborate with product, tech, and ops to ship experience improvements end-to-end.
- Champion the voice of the customer internally in roadmap discussions, in sprint reviews, in strategy meetings.
Cross-functional Execution
- Work closely with the founding team to align retention priorities with broader business goals.
- Partner with Marketing, Product, Data Science, Operations, and Customer Experience to execute cohesively.
- Drive end-to-end delivery of initiatives from problem definition to measurement with a high bar for quality.
What We Are Looking For:
Must-Have
- 5+ years of relevant experience (B.Tech from a premium institute) OR 3+ years of relevant experience (B.Tech + MBA from premium institutes).
- Proven track record of owning and moving retention, engagement, or revenue metrics in a consumer business.
- Deep data fluency — comfortable with SQL, cohort analysis, and building analytical frameworks from scratch.
- First principles thinker who can decompose complex problems and identify non-obvious solutions.
- Experimentation mindset — natural instinct to test, learn, and iterate rather than assume.
- High agency and ownership; operates without hand-holding in ambiguous environments.
- Strong cross-functional communication and stakeholder management skills.
Strong Preference For
- Prior experience in a subscription-first, D2C, or health/wellness business.
- Experience building or working within a growth, product, or strategy team at a founder-led company.
- Demonstrated ability to ship product or experience changes through engineering and design teams.
- A genuine curiosity about health, wellness, and the customer psychology driving behaviour in this category.
What Sets Great Candidates Apart
The best person for this role will not just analyse retention; they will feel personally accountable for it. They will wake up thinking about why a customer churned last week and won't rest until they have a tested hypothesis. They will be equally at home in a data pull, a customer interview, a product spec, and a strategy meeting.
We are not looking for a manager of managers. We are looking for a builder; someone who can lead with influence, move fast, and raise the standard of everything they touch.
Why Traya
- Real ownership your metrics will matter, and your decisions will ship.
- Be at the forefront of building a category that is still largely underserved in India.
- A high-performance culture that values depth, honesty, and speed over process.
Equal Opportunity
Traya Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.
