E-commerce Retention & Customer Relationship Executive

An E-commerce Executive focused on managing abandoned carts, non-delivery responses, and customer relationships is a critical role for any online business looking to boost revenue and customer loyalty. This position requires a blend of analytical, communication, and problem-solving skills to turn potential losses into sales and build long-term relationships with customers.

Key Responsibilities

Abandoned Cart & Non-Delivery Management

• Implement strategies to recover abandoned carts: This includes creating and managing automated email or SMS campaigns with personalized messages, special offers, and clear calls to action.
• Analyze abandoned cart data: Identify common reasons for cart abandonment, such as high shipping costs, a complex checkout process, or unexpected fees. Use this data to recommend and implement improvements to the user experience.
• Handle non-delivery and returns: Proactively manage communication with customers regarding delivery issues, track shipments, and resolve non-delivery cases promptly.
• Troubleshoot and resolve logistics issues: Work with logistics and fulfillment teams to minimize non-delivery rates and improve the overall post-purchase experience.

Customer Relationship Management (CRM)

• Build and maintain customer relationships: Serve as the primary point of contact for key customers, responding to inquiries, and providing exceptional support to foster trust and loyalty.
• Manage customer feedback and reviews: Actively monitor customer feedback across various channels (social media, review sites, direct messages) and respond to both positive and negative comments to build a positive brand image.
• Develop and execute customer retention strategies: Implement personalized marketing campaigns, loyalty programs, and exclusive promotions to encourage repeat purchases.
• Analyze customer data: Use CRM software and analytics to segment customers, identify trends in buying behavior, and personalize communication to improve engagement and retention.

Revenue Growth

• Identify upselling and cross-selling opportunities: Analyze customer purchase history to create targeted recommendations and promotions that increase the average order value (AOV).
• Contribute to sales targets: Actively work to convert abandoned carts and resolve non-delivery issues to directly impact and increase company revenue.
• Report on key performance indicators (KPIs): Track and report on metrics such as cart abandonment rate, customer lifetime value (CLV), customer acquisition cost (CAC), and AOV to measure the success of initiatives.
• Collaborate with other departments: Work closely with marketing, sales, and product teams to align on strategies that drive online sales and improve the overall customer experience.

Required Skills & Qualifications

• Proven experience in e-commerce, digital marketing, or a related field.
• Strong understanding of e-commerce platforms (e.g., Shopify, Magento) and CRM systems (e.g., Salesforce, HubSpot).
• Excellent analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
• Exceptional communication and interpersonal skills, with a customer-centric mindset.
• Familiarity with digital marketing tools, including email marketing software and web analytics platforms (e.g., Google Analytics).
• Proactive, organized, and detail-oriented with the ability to manage multiple projects simultaneously.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person

Speak with the employer
+91 9958963801