Retention & Lifecycle Lead

Company Description

Our client is one of Bangladesh's fastest-growing SaaS and Fintech startups, serving over 7 million MSMEs with digital tools and embedded financial services. Their mission is to empower small businesses across the country to go digital and thrive.

About the Role

Our Client is looking for a Retention & Lifecycle Lead to own the entire post-acquisition merchant journey fo our lending business, which gives mudi dokans (small retail shops) access to bank-provided credit so they can stock inventory, sell it, and pay the loan back over time.

This is not a support role. You will be the person who catches loan repayment risk and merchant churn before either happens, builds the systems to measure merchant credit health, and leads a team to keep borrowers active, repaying on time, and coming back for their next credit cycle.

You will report directly to the CEO and take over management of an existing team from day one.

Key Responsibilities

• Full ownership of retention strategy and execution for the lending business.
• Building and owning a merchant health score system specific to lending: signals like repayment behavior, credit utilization, stocking frequency, and early warning signs of default or drop-off.
• Reducing borrower churn and loan delinquency through proactive intervention, not reactive collections.
• Increasing repeat borrowing, loan ticket size (AOV), and lifetime lending value (CLTV) per merchant.
• Managing an existing team to execute retention and repayment-support initiatives, including field-based user interviews.
• Designing and running reactivation workflows for dormant borrowers and accounts showing early repayment risk.
• Regular, hands-on interviews at mudi dokans, not just from a desk. You need to be comfortable in the field talking to real shopkeepers about their credit needs and repayment challenges.
• Reporting retention metrics, churn/delinquency drivers, and health score trends directly to the CEO.

First 30 Days

• Set clear baselines: churn rate, delinquency rate, loan AOV, and CLTV, measured from real data, not estimates.
• Get immediate reactivations moving. Identify the easiest-to-win dormant or at-risk borrowers and start bringing them back within the first 30 days, not after a long planning phase.
• Show early, visible improvement on at least one number (reactivations closed, delinquency reduced,repeat borrowing upticked) before day 30 ends.
• Do in-person mudi dokan visits from week one to understand borrower needs and repayment friction directly, not secondhand.
• Get the existing team pointed at the same numbers and moving on live accounts, not just observing.

First 60 Days

• Build the full retention playbook: defined health score, segmentation of borrowers by risk level, and a repeatable intervention process for each segment.
• Start testing the playbook on live accounts. Run it, measure what works, adjust.
• Have clear before/after numbers on the segments where testing has started.
• Team is executing the playbook day to day, not waiting on the Lead for every decision.
• Continued field interviews feeding directly into playbook adjustments.

First 90 Days

• Playbook is proven and ready to scale across the full borrower base, not just the test segments.
• Consistent, demonstrated improvement across churn rate, delinquency rate, AOV, and CLTV, with clear. numbers showing the trend.
• Team fully operating the retention system independently, with the Lead focused on strategy and scale, not day-to-day execution.
• Clear plan presented to the CEO for scaling the playbook to the full book of borrowers over the next 6 to 12 months.

Skills & Qualifications

• 3 to 5 years of experience in retention, lifecycle management, credit/collections, customer success, or a closely related function.
• Fintech experience is a must-have. We are not considering candidates without direct fintech background.
• Strong data analysis skills: comfortable building and reading dashboards, strong in Excel, able to visualize data in a way that makes the story clear to non-technical stakeholders.
• Demonstrated experience using data to identify churn or repayment risk before it happens, not just reporting on it after the fact.
• Strong at user interviews and genuinely good at figuring out the real issue behind a user problem, not just collecting feedback.
• Strong execution. Quick on their feet, able to move from insight to action without waiting for perfect information.
• Must have previously worked on and demonstrably improved retention at a fast-moving startup. Tell us specifically what you did and what the result was.
• Good understanding of new technology and able to plan and pitch new tools or tech that would improve retention, not just use what's already there.
• Experience managing a team, ideally one already in place.
• Genuine willingness to do field work: visiting merchants, doing interviews in person, understanding their business and credit needs up close.
• A long-term mindset. We need someone who thinks in terms of sustained borrower relationships, not short-term loan volume.
• Strong communication skills, since you'll be reporting directly to the CEO on what's working and what isn't.

Employment Structure

• On-site in Panthapath, Bangladesh | Full-time
• Salary: BDT 50,000 - 70,000
• Benefits: 2 Festival Bonuses + Paid Leaves + Other Company Benefits
• Work Week: Sunday-Thursday, 10:30 am - 7:00 pm (Occasional Saturday work may be required based on operational needs.)

Hiring Process

1. Screening interview with Talvette
2. Initial interview with client
3. Technical interview
4. Final interview
5. Receive an offer
6. Join their team full-time