Senior Executive – Repeat Sales & Retention

# Senior Executive – Repeat Sales & Retention ## Company Overview The Pant Project is a digital-first Direct-to-Consumer (D2C) brand specializing in high-quality, well-fitted bottom wear for the modern Indian consumer. Backed by one of the world's leading textile manufacturers, the company has been recognized as one of India's top emerging D2C fashion start-ups for two consecutive years. The organization emphasizes innovation, customer-centricity, and building long-term relationships with its clientele. ## Job Summary The Senior Executive – Repeat Sales & Retention is responsible for driving revenue growth from existing customers by increasing repeat purchases, managing customer retention strategies, and enhancing customer lifetime value. This role plays a critical part in transforming casual shoppers into loyal, high-value customers through personalized engagement, strategic outreach, and data-driven insights. The position directly impacts the company's bottom line by focusing on customer retention and repeat sales. ## Responsibilities - Drive **incremental revenue** from the existing customer base through **repeat purchases, upsells, and cross-sells**. - Achieve **monthly targets** related to **return-to-exchange conversion, repeat rate, and revenue retention**. - Conduct **outbound win-back, reorder, and category-expansion outreach** via calls, WhatsApp, and email to existing customers. - Convert **return requests into exchanges and higher-value orders** through **persuasive, customer-first conversations**. - Arrange **home visits** over calls for high-intent customers, coordinating **fit sessions, exchanges, and personalized styling** at the customer’s doorstep to close sales and retain customers. - Promote **new drops, bestsellers, and complementary styles** to existing customers at optimal moments in their journey. - Manage a **personal book of high-value and at-risk customers** to grow their **lifetime value**. - Utilize **behavioral data** on browsing, purchase, and return patterns to **identify and convert ready-to-buy segments**. - Provide **feedback on fit, fabric, and product insights** to the Product and Merchandising teams to optimize inventory. - Collaborate with **Customer Experience (CX), Marketing, and Operations** teams to **increase repeat revenue as a percentage of total sales**. ## Qualifications - **5+ years** of experience in **inside sales, retention sales, tele-sales, or revenue-led customer experience**. - Strong **sales closing skills** with an empathetic approach and sharp focus on **numbers and targets**. - Proven experience in **D2C or e-commerce** sales and customer retention strategies. - Excellent **communication and interpersonal skills**. - Ability to handle **high-value and at-risk customer accounts**. - Data-driven mindset with the ability to analyze browsing, purchase, and return behavior. - Experience in **customer engagement, upselling, and cross-selling**. - Educational qualifications: **Bachelor’s degree** or higher in relevant fields. ## Preferred Skills - Experience with **home visit coordination** and **personalized styling**. - Familiarity with **CRM tools** and **customer data analytics**. - Knowledge of **fashion retail** and **product feedback loops**. - Ability to work collaboratively across **CX, Marketing, and Operations** teams. - Strong **problem-solving** and **negotiation skills**. ## Experience - Minimum of **5 years** in relevant roles within **D2C/e-commerce** sectors, particularly in **sales, retention, or customer experience**. ## Environment - **Work Location:** Mumbai, **Office-based**. - The role involves **customer engagement** both via digital channels and **home visits**. - Fast-paced, customer-centric environment requiring **strong interpersonal skills** and **adaptability**. ## Salary - Not specified. ## GrowthOpportunities - Potential to advance into **Senior Management roles** within Sales, Customer Experience, or Business Development. - Opportunities to lead **strategic retention initiatives** and **customer lifecycle management**. ## Benefits - Not specified.