Customer Success Manager - FMCG Health & Wellness

We are seeking a passionate and results-oriented Customer Success Specialist to join our growing team. You will play a dual role, ensuring the success of our customers by building strong relationships, driving revenue through conversions and providing operational support to streamline the customer journey.

Responsibilities:

Customer Success:

1. Onboard new customers and ensure a smooth and successful transition to using our products

2. Be a trusted advisor, proactively identifying customer needs and challenges

3. Develop and maintain strong relationships with customers, acting as a single point of contact

4. Track customer buying pattern and identify potential churn risks

5. Collect and analyse customer feedback to improve product development and overall customer experience

6. Set and achieve targets for recovering abandoned carts and winning back churned customers

7. Develop and implement targeted outreach campaigns (phone, whatsapp) to re-engage with customers leading to conversions

8. Track the success of outreach campaigns and measure progress against set targets

Operational Support:

1. Verify and ensure the accuracy of customer billing and shipping addresses to minimize RTO rates

2. Investigate and resolve any discrepancies found in customer data

3. Monitor order tracking information and proactively address any potential delays or delivery issues

4. Investigate and attempt to resolve NDR issues

5. Identify and address any issues with deliveries, such as damaged goods or incorrect items