Growth-Focused Customer Acquisition & Retention Leader
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CHETNA TALUJA
H e a d o f C u s t o m e r A c q u i s i t i o n & R e t e n t i o n Growth-focused Customer Experience & Retention Leader with 7+ years of experience driving lifecycle engagement, reducing CAC, improving retention, and leading data-driven growth experiments. Known for building scalable retention loops, collaborating across Product–Content–Analytics, and applying AI-native workflows to personalize user journeys at scale.
Experience
Led and grew a high-performing 15-Member Acquisition and Retention Team, owning the entire lifecycle, acquisition, activation, retention, and revenue expansion. Achieved a remarkable 85% reduction in CAC by redesigning Acquisition flows, improving user qualification, and building high-signal sales processes.
Built proactive Retention Systems including structured follow-ups, quality loops, behavioural nudges, and insight-led outreach improving 6-month retention by 10%. Introduced AI-assisted workflows (reporting automation, personalised messaging templates, quality checks) to scale team efficiency and personalization.
Initiated several ground-up product improvements by analysing user behaviour, spotting friction points, and partnering closely with Product, Content, and Analytics. Collaborated with the Content Team to design high-impact content flows, retention scripts, and user education material that improved activation & engagement across cohorts. Built scalable lifecycle systems, dashboards, and playbooks that supported fast growth across users, classes, and retention touchpoints.
Delivered exceptional customer service under high call volumes, maintaining an average CSAT of 90%+. Managed 50–70 inbound/outbound calls per day, providing accurate product and service information to support conversions.
Built strong client relationships, contributing to a 15% increase in repeat session bookings. Participated in management meetings to discuss performance trends, targets, and operational challenges. Adapted quickly to policy and workflow changes while consistently meeting or exceeding service-level standards.
Helped stabilize acquisition & retention processes during periods of rapid scale. Worked closely with cross-functional and governmental teams to understand requirements, share insights, and support effective solution-building.
Prepared clear process documents, training materials, and workflow guides that improved team understanding and supported smoother operations.
Recommended practical process enhancements that contributed to a 10–15% improvement in operational efficiency.
Served as a point of coordination between business users and technical teams, helping translate requirements into actionable steps and ensuring clarity throughout the project. Head of Customer Acquisition & Retention
Customer Experience and Acquisition Representative Business Analyst
MyYogaTeacher, California, USA (Remote) April 2023- Current MyYogaTeacher, California, USA (Remote) Dec. 2020 - March 2023 Tekplay Systems (Project with Ministry of Finance), New Delhi May 2019 - Oct. 2019 ITM University, Gurgaon
Indian Institute of Management,
Rohtak
Retention & Lifecycle Strategy
Content-Led Growth
Cross-functional Leadership
Strong Sales Techniques
Customer Insights
Team Building & Coaching
Documentation & Reporting
Cohort Analysis
AI-Native Automation
User Research, Feedback Loops
& Journey Mapping
English
Hindi
Expertise
Language
Bachelor of Technology,
Computer Science
2010-2014
Executive Certification:
Data Analytics
2018
2016
Cisco Networking, CCNA
R&S Module (A Grade)
The NorthCap University, Gurgaon Sept. 2016 - April 2019 Project Coordinator
Managed project schedules and delivery timelines for 8+ ongoing initiatives, ensuring 95% on-time completion by optimizing workflows and coordinating with stakeholders. Led a 7-member implementation team for ERP and Biometric systems, successfully deploying the solution for 8,000+ users across the university.
Created detailed SRS documents, flow charts to support development and align teams. Worked with tools like MS Visio, E-Draw, and Tableau to design workflows, visualize processes, and support project reporting.
The NorthCap University, Gurgaon June 2014 - August 2019 Operations Specialist
Optimized key workflows across departments, contributing to a 10–12% improvement in overall productivity and smoother day-to-day operations.
Collaborated with internal stakeholders to gather business requirements, define project scope, and support decision-making for multiple concurrent initiatives. Supported multi-department workflows with structured reporting and real-time coordination. Facilitated Interdepartmental Communication, Supported Developers, Maintained Reports.
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