Vision: Empower millions of professionals worldwide to deliver services at home like never experienced before

Founded in November 2014, Urban Company is Asia’s largest technology marketplace for home services. The company offers services such as beauty & spa at home, cleaning, plumbing, carpentry, appliance repair, painting, etc. through its mobile app & website. It operates in 50+ cities in India, the UAE, Singapore & The Kingdom of Saudi Arabia. It has a partner network of over 42,000 hand-picked service professionals transforming them into organized & high-quality micro-entrepreneurs. This full-stack approach helps the company live up to its promise of delivering high-quality, delightful services at home. 







Spearheaded the SOM 2023 funnel project, successfully reducing partner churn from 22% to 5% through targeted interventions.- Developed and implemented strategies to reintegrate partners who were blocked due to unfair metrics, such as job cancellations or incorrect customer ratings.- Revitalized the reactivation funnel by offering second chances to partners previously restricted, effectively bringing them back onto the platform.- Enhanced partner retention and satisfaction by addressing and resolving issues that led to unjust penalties, contributing to a significant reduction in month-on-month churn rates.- Analyzed partner feedback and performance data to refine reactivation processes and improve overall platform engagement. Churn Management: Oversee the churn pod funnel by identifying partners who have been blocked due to factors like job cancellations or incorrect ratings. Address their concerns, resolve issues, and facilitate their return to the platform.Reactivation Efforts: Manage the reactivation funnel for partners who have been blocked for various reasons. Offer them a second chance by evaluating their situations and reintegrating them into the platform.Performance Achievement: Successfully reduced month-on-month churn from 22% to 5%, earning recognition as the Top Churn Lander of the Month. Continue to drive improvements in partner retention.Partner Support: Provide comprehensive support to partners, addressing their concerns and ensuring a positive experience on the platform.Data-Driven Strategy: Analyze data to identify trends, measure success, and refine churn and reactivation strategies for continuous improvement. Managed the Early Life Cycle (ELC: 0-90 days) and Late Life Cycle (LLC: 90-180 days) of partners providing cleaning services on the platform.Oversaw the onboarding and integration of new partners, ensuring smooth transition and adherence to platform standards.Implemented strategies to reduce churn rates, achieving a reduction to under 15% across all cohorts (monthly partner onboarding groups).Provided tailored counseling to partners to address issues related to customers, service locations, and service metrics.Facilitated solutions to partner problems, enhancing their experience and reducing the likelihood of platform attrition.Monitored and analyzed performance metrics to continually improve partner satisfaction and service quality.

Urban Company

Senior Associate