Customer Experience and Retention

This role is for one of the Weekday's clients

Salary range: Rs 300000 - Rs 1000000 (ie INR 3-10 LPA)

Min Experience: 2 years

Location: Delhi, India, Remote (India), NCR, NOIDA, Gurgaon

JobType: full-time

We are seeking a Customer Experience & Retention Lead to transform the post-purchase journey into a powerful revenue driver. This role focuses on optimizing logistics operations while maximizing customer lifetime value (LTV). You will ensure operational excellence in the order-to-delivery phase, reduce friction in customer experience, and implement retention systems that directly improve profitability. Acting as the bridge between logistics, customer support, and retention marketing, you will turn service recovery into loyalty-building opportunities and drive measurable improvements in repeat purchase behavior.

Requirements:
Key Responsibilities

• Manage high-velocity logistics operations, ensuring shipment issues are resolved within 48 hours
• Liaise daily with 3PL and courier partners to proactively track and resolve delays
• Oversee escalation protocols for lost, delayed, or damaged shipments, ensuring quick resolution
• Handle claims management to recover costs and protect margins
• Design and execute post-purchase email and SMS flows to drive repeat purchases
• Build and manage loyalty and referral programs that increase customer engagement
• Implement subscription retention strategies to reduce passive and active churn
• Launch personalized win-back campaigns targeting inactive customers
• Develop Voice of Customer (VoC) reports to identify recurring pain points and operational improvements
• Conduct A/B tests to optimize incentives and second-purchase conversions

What Makes You a Great Fit

• Strong experience in customer retention, lifecycle marketing, and LTV optimization
• Proven ability to manage logistics challenges with speed and composure
• Data-driven mindset with a clear understanding of retention metrics and profitability impact
• Experience with CRM, retention marketing tools, and logistics tracking systems
• Exceptional communication skills with the ability to turn negative experiences into brand loyalty
• Strong problem-solving ability and ownership mentality
• Comfortable working cross-functionally across operations, marketing, and customer experience teams.