Qualifications
Key ResponsibilitiesOversee high-velocity logistics operations, ensuring resolution of shipment issues within 48 hours.Engage daily with 3PL and courier partners to proactively track and address delays.Manage escalation protocols for lost, delayed, or damaged shipments, ensuring prompt resolutions.Handle claims management to recover costs and safeguard margins.Create and implement post-purchase email and SMS campaigns to stimulate repeat purchases.Develop and manage loyalty and referral programs to enhance customer engagement.Design subscription retention strategies to minimize both passive and active churn.Initiate personalized win-back campaigns targeting inactive customers.Generate Voice of Customer (VoC) reports to pinpoint recurring issues and areas for operational improvement.Conduct A/B testing to optimize incentives and boost second-purchase conversions.What Makes You a Great FitExtensive experience in customer retention, lifecycle marketing, and maximizing LTV.Demonstrated ability to swiftly manage logistics challenges with composure.Data-driven approach with a solid grasp of retention metrics and profitability implications.Familiarity with CRM systems, retention marketing tools, and logistics tracking platforms.Outstanding communication skills, capable of converting negative experiences into brand loyalty.Strong problem-solving capabilities and a sense of ownership.Adept at collaborating cross-functionally across operations, marketing, and customer experience teams.
About the job
Join our client at Weekday as a Customer Experience & Retention Lead!
Salary: ₹300,000 - ₹1,000,000 (INR 3-10 LPA)
Are you ready to revolutionize the post-purchase experience? We're looking for a dynamic leader to optimize logistics operations while enhancing customer lifetime value (LTV). You will ensure seamless order-to-delivery processes, minimize customer friction, and implement innovative retention strategies that boost profitability. Collaborating closely with logistics, customer support, and retention marketing teams, you will transform service recovery into lasting loyalty, driving measurable improvements in repeat purchases.
About weekday-1
Weekday is dedicated to enhancing customer experiences and driving retention for our clients. We believe in transforming challenges into opportunities for growth, and we're looking for passionate individuals to join our mission.