E-commerce Retention

5 days ago

Vishwas Nagar Delhi Delhi, India Luxury Kase Full time

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**
- **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.
- 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

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