Head of Customer Engagement and Retention (Delhi)

About Doc Online Doc Online is one of India's leading primary healthcare platforms, providing integrated healthcare services including telemedicine, mental health support, preventive healthcare, diagnostics, radiology, pharmacy and wellness solutions. With over two million active subscribers and a substantial base of inactive and expired members, Doc Online is uniquely positioned to transform healthcare engagement and improve health outcomes through proactive, personalized and accessible care. Role Purpose Doc Online is seeking an entrepreneurial and commercially driven leader to build and scale its Lifetime Care & Customer Value function. The Vice President Lifetime Care & Customer Value will be responsible for maximizing customer lifetime value across the Company's active and inactive customer base by increasing customer engagement, healthcare utilization, retention, renewal, reactivation and cross-sell of healthcare services. This is a strategic growth leadership role responsible for transforming Doc Online's existing customer base into a significant revenue and customer value engine. The role combines elements of general management, category management, customer lifecycle management and commercial growth, with accountability for customer-generated revenue across the Company's healthcare ecosystem. The successful candidate will work closely with Marketing, Product, Clinical Services, Technology, Analytics, Operations and Customer Service teams to create sustainable growth through increased utilization of healthcare services and deeper customer relationships. Key Responsibilities Business Growth & Revenue Leadership - Develop and execute strategies to maximize customer lifetime value and customer-generated revenue. - Drive growth in telemedicine, pharmacy, diagnostics, radiology, mental health, preventive healthcare and vaccination services. - Increase subscription renewals and customer retention. - Develop and execute customer reactivation programs for inactive and expired members. - Create and scale new customer value propositions and healthcare packages. - Identify opportunities to increase revenue per customer and overall customer engagement. Customer Lifecycle Management - Design and manage customer journeys across the entire lifecycle. - Develop segmentation strategies for active, dormant, high-value and at-risk customers. - Improve customer activation, retention and reactivation rates. - Build personalized engagement and recommendation programs. Healthcare Category Growth - Partner with business leaders to increase utilization across healthcare service categories. - Develop growth plans for pharmacy, diagnostics, radiology, telemedicine and preventive health services. - Identify customer insights that can drive increased service adoption and repeat utilization. - Establish category-specific growth initiatives and performance metrics. Commercial & Marketplace Management - Develop pricing, packaging and promotional strategies. - Drive customer conversion and repeat purchase behaviour. - Monitor and improve campaign effectiveness and return on investment. - Establish growth plans for key customer segments and service categories. Data & Analytics - Develop customer segmentation and value models. - Build predictive models for churn, renewal and healthcare utilization. - Leverage data and analytics to drive customer engagement and revenue growth. - Establish dashboards and performance reporting frameworks. Cross Functional Leadership - Partner with Marketing, Product, Clinical Services, Technology, Operations and Customer Service teams. - Lead cross-functional initiatives to improve customer outcomes and commercial performance. - Build a culture of customer-centric growth and continuous improvement. Key Performance Indicators Commercial - Customer Generated Revenue - Renewal Revenue - Reactivation Revenue - Cross-Sell Revenue - Revenue per Active Customer - Customer Lifetime Value Customer - Active Customer Rate - Service Utilization Rate - Customer Retention Rate - Subscription Renewal Rate - Repeat Purchase Rate Operational - Campaign ROI - Conversion Rates - Customer Engagement Metrics - Customer Activation Rates Candidate Profile Experience - 1218 years of experience in business management, category management, customer value management, growth, marketplace operations, revenue management or consumer healthcare. - Demonstrated ownership of revenue, growth and commercial performance. - Experience managing large customer bases and digital customer journeys. - Strong analytical and data-driven decision-making capabilities. - Proven ability to lead cross-functional teams and drive execution. Personal Attributes - Commercially driven with strong business acumen. - Entrepreneurial and growth-oriented. - Highly analytical and data-led. - Customer-centric with a strong focus on outcomes. - Collaborative and capable of influencing across functions. .