Customer Retention Executive

5 days ago

Malad Mumbai Maharashtra, India Jaincotech Full time ₹ 4,00,000 - ₹ 6,00,000 per year

Customer Retention Executive Position Overview

We are looking for a Customer Retention Executive to connect with prospective customers who have shown interest in our products but haven't completed a purchase. Using insights from our website analytics tools (including Microsoft Clarity and CRM reports), you will make personalized follow-up calls and emails to understand customer needs, assist with order completion, and gather valuable feedback on their online experience.

This is a key customer-facing role focused on building relationships, recovering lost sales, and improving customer satisfaction — not hard selling.

Key Responsibilities

  • Review daily and weekly reports of abandoned carts, incomplete checkouts, and unfulfilled inquiries provided by the marketing team.
  • Make outbound calls and send personalized emails to these customers in a professional, customer-centric tone.
  • Understand and document the reason for non-purchase (e.g., pricing, product confusion, shipping cost, site issue).
  • Offer assistance — such as helping locate products, explaining shipping options, or clarifying bulk discounts.
  • Escalate any recurring feedback or technical issues to the marketing or web team.
  • Maintain accurate call notes and status updates in the CRM system.
  • Follow all privacy, consent, and data protection rules when handling customer information.
  • Achieve performance metrics related to contact rates, customer satisfaction, and recovered revenue.

Required Skills & Qualifications

  • Excellent verbal and written communication skills (U.S. English proficiency required).
  • Professional phone etiquette — warm, empathetic, and confident communicator.
  • 1–3 years of experience in customer support, inside sales, or e-commerce follow-up roles.
  • Familiarity with CRM tools (HubSpot, Zoho, or similar) and call-tracking systems.
  • Basic understanding of privacy regulations (CCPA) and ethical handling of customer data.
  • Ability to balance conversion goals with genuine customer care.
  • Comfortable working with data from analytics tools such as Microsoft Clarity or Google Analytics

Preferred Qualifications

  • Experience in B2B or e-commerce environments (packaging, logistics, or supply industry a plus).
  • Prior success in abandoned cart recovery or lead-nurturing campaigns.
  • Multitasking and time-management skills in a fast-paced setting.

Job Type: Full-time

Pay: ₹400, ₹600,000.00 per year

Benefits:

  • Health insurance
  • Leave encashment
  • Paid sick time
  • Paid time off
  • Provident Fund

Ability to commute/relocate:

  • Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

  • What's your current location

Education:

  • Bachelor's (Preferred)

Experience:

  • Customer retention: 4 years (Preferred)

Shift availability:

  • Night Shift (Required)
  • Overnight Shift (Required)

Work Location: In person

  • Customer Retention Executive

    1 day ago

    Ghansoli, Navi Mumbai, Maharashtra, India Hexaware Technologies Full time

    Job Role: - Position: International Voice Support Executive - Shift Timing: 24/7 Shifts (Any 9 hours) - Working Days: 5 days a week **Responsibilities**: - Handle inbound and outbound calls to retain customers and address their queries or concerns effectively. - Build rapport with customers to understand their needs and preferences, offering...

  • Retention Executive

    2 weeks ago

    Mumbai, Maharashtra, India Superbottoms Full time

    Key Responsibilities - Create monthly strategies - Ideate, build & execute consumer lifecycle programs to drive retention, reactivation engagement and onboarding with a focus on Conversions, LTV & repeat purchases. - Innovate, launch, and grow new marketing programs on the platform in areas such as consumer delight, loyalty, recommendation and automated...

  • Customer Retention Executive

    5 days ago

    Vashi, Navi Mumbai, Maharashtra, India Agile Integrated Business Solutions Full time ₹ 2,40,000 - ₹ 3,00,000 per year

    Urgent Hiring – Leading Insurance CompanyRole: Cutomer Retention ExecutiveLocation : Navi MumbaiExp : 0–2 yrs | Graduate Freshers with good communication skills may also applyKey Skills:● Good Hindi & English Communication● Outbound / Tele / Voice Sales● Convincing & Customer Handling Skills● Target-Oriented & Positive AttitudeF2F Interview...

  • Customer Support/retention Support

    1 week ago

    Malad, Mumbai, Maharashtra, India Pawan Enterprises Full time

    Hiring For _**UK Retentions Process**_ Job Location: _**Malad**_ - **UK Shifts**_ - **Hsc/Graduate Freshers or Experienced**_both can apply. **Salary**: Upto **19k in hand** for **Freshers** Upto **27k in hand** for **Experienced** For more details kindly share your resume on **:8625007515** Pay: ₹19,000.00 - ₹27,000.00 per month **Benefits**: -...

  • Shopify And Retention Marketing Executive

    2 weeks ago

    Mumbai, Maharashtra, India Weekday AI Full time

    This role is for one of the Weekday s clients Min Experience 2 years Location Mumbai JobType full-time We are looking for a dynamic Shopify and Retention Marketing Executive to manage and optimize our eCommerce store while driving customer retention through impactful marketing initiatives This role combines hands-on Shopify management conversion rate...

  • Customer Retention Marketing

    2 weeks ago

    Mumbai, India Talent Leads HR Solutions Full time

    Opening: 1 Nos. - Job ID: 45513 - Employment Type: Full Time - Reference: - Work Experience: 2.0 Year(s) To 5.0 Year(s) - CTC Salary: 6.00 LPA TO 9.00 LPA - Industry: Internet/Ecommerce - Qualification: MBA/PGDM/MPM - Other Management - Location: - Mumbai **Ideally from E-Commerce, Healthcare, FMCG Industry ? Previous experience in handling customer...

  • Retention Marketer

    3 days ago

    Mumbai, Maharashtra, India Acme Services Full time

    Partner with Content writers in creating content that is relevant and personalized to the user journeys and ensure successful execution and tracking of the same - Bucketing user segments to build personalized communication approach for nurturing user engagement and retention through journey automation - Evaluate the current user properties and events tracked...

  • Retention Marketing Executive

    2 weeks ago

    Mumbai, Maharashtra, India The House of Silver Emporium Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    About the Role:We are looking for a proactive and customer-focusedRetention Marketing Executivewho will be responsible for driving customer engagement, handling social platforms, and ensuring smooth communication with our audience. The ideal candidate will be at the intersection ofcustomer support, digital marketing, and retention strategy—helping us...

  • Retention Marketing

    6 days ago

    Mumbai, India White Force Full time

    Job description Customer Retention Strategy and Execution: Assist in developing and implementing multi-channel retention strategies for engaging customers across various touchpoints. Help create compelling content for cold emails, follow-up emails, and drip campaigns to drive engagement. Marketing Automation and Campaign Management: Support the oversight and...

  • Retention Specialist

    7 days ago

    Vidyavihar, Mumbai, Maharashtra, India FirstEconomy Full time ₹ 22,000 - ₹ 35,000 per year

    We are looking to hire a skilled professional with expertise in e-commerce marketplace advertising, management, and D2C customer retention strategies. The ideal candidate will play a critical role in driving online sales growth and enhancing customer lifetime value across diverse platforms.Key Responsibilities:E-commerce Marketplace Management:Manage and...