E-commerce & Customer Retention Manager

Description:

Position: E-Commerce & Customer Retention Manager
Location: Karachi
Employment Type: Full-Time | On-Site
Experience: 4–7 Years

We are looking for an experienced E-Commerce & Customer Retention Manager to manage and grow our e-commerce customer base while developing strategies to improve customer retention, engagement, shipment volumes, and revenue.

Key Responsibilities
Develop and implement e-commerce and customer retention strategies to increase customer engagement, shipment volumes, and revenue.
Manage relationships with e-commerce sellers, online businesses, and key accounts to understand their requirements and ensure a positive customer experience.
Monitor customer activity, shipment volumes, account performance, and revenue to identify growth and retention opportunities.
Develop strategies to retain existing customers and reactivate inactive customers.
Monitor customer feedback, complaints, service issues, and account health to identify areas for improvement.
Collaborate with Operations, Sales, Accounts, Billing, Collections, and Customer Support teams to ensure smooth service delivery.
Resolve customer concerns related to shipments, COD, payments, billing, claims, returns, and delivery issues.
Set team targets, monitor individual performance, and conduct regular performance reviews.
Analyze e-commerce market trends, customer behavior, and business performance to identify new business opportunities.
Education
Bachelor’s degree in Business Administration, Marketing, E-Commerce, Communications, or a related field.

Requirements
4–7 years of experience in E-Commerce, Customer Success, Customer Retention, Account Management, Business Development, or a related field.
Previous team leadership or managerial/supervisory experience is preferred.
Experience in e-commerce, logistics, courier, delivery, fintech, or online retail will be an advantage.
Strong customer relationship management, analytical, leadership, and problem-solving skills.