Director, User Retention

About the role

The Director, User Retention will lead user growth and engagement strategies across 16 countries and three brands, focusing on expanding and retaining our active user base. This role is key to developing new vertical offerings to drive retention and increased engagement. You will lead a team of 15+ managers and individual contributors dedicated to optimizing and growing our user ecosystem.

Key responsibilities

• Set strategic direction for retention and new‑vertical teams and drive initiatives that improve key user retention and engagement metrics.
• Continuously refine lifecycle communications and investments, using triggers, discounts and coupons to boost high‑value user behaviours while improving ROI.
• Collaborate with Quick Commerce business partners to define and execute strategies that accelerate adoption and retention, managing the vertical’s marketing budget efficiently.
• Improve user segmentation, targeting and experiment design, working closely with product and data teams to boost retention and engagement.
• Partner with product, data, marketing and local/central teams to validate retention strategies and deliver growth initiatives.

Required profile

• Minimum 12 years of relevant experience, including 5+ years in B2C tech growth or marketing and roles such as management consulting, investment banking or strategy in high‑growth environments; Quick Commerce experience is a plus.
• Proven ability to lead large teams (10+ people) and foster professional growth at all levels.
• Strong interpersonal skills with a track record of influencing senior leadership and aligning cross‑functional teams.
• Data‑driven decision‑making expertise and comfort working in ambiguous, dynamic market conditions.
• Familiarity with CRM and marketing automation tools such as Braze or HubSpot is a plus.

Required skills

• Braze
• HubSpot