General Manager - Retention

**General Manager \- Retention (Owner Experience \& Key Accounts)** **Location:** Mumbai **About Us** StayVista is **India’s largest villa hospitality brand** and has redefined group getaways. Our handpicked luxury villas are present in every famous holiday destination across the country. We curate unique experiences paired with top\-notch hospitality, creating unforgettable stays. **Here, you will be a part of our passionate team, dedicated to crafting exceptional getaways and curating one\-of\-a\-kind homes.** We are a close\-knit tribe, united by a shared love for travel and on a mission to become the most loved hospitality brand in India. **Why Work With Us?** At StayVista, you're part of a community where your ideas and growth matter. We’re a fast\-growing team that values continuous improvement. With our skill upgrade programs, you’ll keep learning and evolving, just like we do. And hey, when you’re ready for a break, our villa discounts make it easy to enjoy the luxury you help create. **Your Role** As a **General Manager at StayVista** , you will own the central retention engine for the organization, driving measurable outcomes across owner retention, satisfaction, lifetime value, and commercial performance. This is a high\-accountability, performance\-driven role focused on improving both owner experience and business outcomes (take rate, margins, and revenue quality). You will manage HNI owner relationships while driving data\-backed, cross\-functional execution at scale. **About You** * Own and drive the central retention function and retention metrics across all owner segments * Improve Owner NPS through structured feedback loops and closed\-loop action systems * Engage directly with owners to manage relationships, resolve escalations, and drive retention * Drive commercial outcomes including take rate improvement, margin expansion, and revenue quality * Lead retention and revenue initiatives across Product, Operations, and Revenue teams * Drive adoption and engagement of the Owner App as a key owner interaction channel * Ensure ticket closure within defined TATs and enforce SLA adherence across teams * Improve processes, SOP adoption, and operational efficiency across retention workflows * Design and execute owner engagement, recognition, and loyalty programs * Build dashboards, track retention and revenue metrics, and drive data\-backed decision making * Strong communication and stakeholder management skills, especially with HNI clients * High ownership mindset with strong commercial and analytical acumen * This position includes tasks supporting Owner and Guest Management, as determined by organizational needs **Bonus Points \- These are non\-essential, but a bonus if you have them!** * Proven track record of driving large\-scale retention transformations, delivering measurable improvements in churn reduction, owner LTV, and contribution margins through data\-driven strategies and cross\-functional leadership. **Key Metrics: What you will drive and achieve** * Churn % (overall \+ high\-value owners) * Owner NPS * Owner Lifetime Value (LTV) * Contribution Margin * Revenue Growth from Existing Owners * Owner App Adoption \& Engagement * Ticket Closure TAT \& SLA Adherence * Impact of Retention \& Margin Initiatives **Our Core Values:** Are you a ***CURATER?*** * Curious: Here, your curiosity fuels innovation. * User\-Centric: You’ll anticipate the needs of all our stakeholders and exceed expectations. * Resourceful: You’ll creatively optimise our resources with solutions that elevate experiences in unexpected ways. * Aspire: Keep learning, keep growing—because we’re all about continuous improvement. * Trust: Trust is our foundation. You’ll work in a transparent, reliable, and fair environment. * Enjoy: We believe in having fun while building something extraordinary.  **StayVista Spirit: Our Behavioral Competencies – How We Work Together** * Business Acumen: You grasp the basics of our company, customers, and services, always thinking ahead in your work. You’re mindful of costs and benefits, making smart decisions while learning from risks and mistakes. * Change Management: You’re open to change, adjusting quickly to new information or challenges. Always eager to learn, you find creative ways to improve your work and seek feedback for growth. * Leadership: You set clear goals, guide your team with energy, and take full responsibility for the work, ensuring others respect your leadership through action. * Customer Centricity: You understand both internal and external customer needs and take ownership in addressing any service issues. You maintain clear communication and handle customer interactions with patience and respect. * Teamwork: You collaborate well with others, respecting diverse opinions and always contributing positively to the team. You keep lines of communication open and share your thoughts without judgment. * Result Orientation: You take responsibility for completing tasks and proactively tackle challenges to exceed expectations. You’re quick to spot issues and address them efficiently, making decisive decisions with resourcefulness. * Planning and Organizing: You handle multiple priorities well, staying organized and focused. You ensure your work is thorough, accurate, and aligned with set processes to meet goals effectively. * Communication: You communicate your ideas clearly, encourage dialogue, and ensure timely responses to your team, clients, and manager. You assert your views confidently and use multiple channels to share information effectively. StayVista is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decisions based on race, colour, religion, caste, creed, nationality, age, sex, including pregnancy, childbirth, or related medical conditions, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected under applicable laws.