Sales Executive | Ecommerce
hace 2 semanas
Descripción del trabajo We are hiring an experienced Retention & Growth Sales Manager to own and drive subscription retention for our health & beauty eCommerce brand. This role requires a commercially minded customer success professional with strong sales and retention experience. Key Responsibilities: Manage subscription cancellations, apply advanced save strategies, and ensure customers receive proactive, value-driven support that maximizes lifetime value while maintaining brand trust. Manage inbound subscription cancellation requests via email and support tickets. Personally handle high-risk or complex churn cases. Identify root causes for cancellations (price, results, expectations, timing, delivery, etc.). Apply structured and ethical retention and save strategies. Offer solutions such as subscription pauses or skips, frequency adjustments, product education and usage guidance and approved retention incentives or discounts. Use consultative sales techniques to handle objections confidently. Reposition value and long-term product benefits. Convert cancellation requests into retained subscriptions, paused or modified subscription plans. Communicate clearly, empathetically, and professionally at all times, aligning with brand voice and values. Maintain long-term customer trust regardless of outcome. Accurately document cancellation reasons and outcomes. Follow internal SOPs and escalation processes. Track and report on save rates, churn drivers, retention performance, and share insights to improve customer experience and reduce churn. Required Experience & Skills | Mandatory Requirements Proven experience in subscription retention or customer success roles. Strong sales background, ideally in retention, renewals, or account management. Experience with eCommerce subscription brands (health, beauty, or wellness preferred). Advanced English proficiency, written and spoken (non-negotiable). Ability to confidently communicate with international customers. Advanced objection handling and persuasion. Strong understanding of customer psychology and churn behavior. Excellent written communication for email-based support. Ability to apply scripts naturally while personalizing responses. Highly organized and detail-oriented. Performance Metrics & Bonuses Performance bonuses are tied to measurable outcomes, including: Subscription save rate Churn reduction Quality of customer interactions SOP compliance and documentation accuracy Ideal Candidate Profile View customer success as a revenue and retention function, not just support. Confident selling ethically and protecting lifetime value. KPI-driven and accountable for outcomes. Operate comfortably in structured, SOP-led environments. Proven track record in retention-focused customer success roles. Tools & Environment Shopify or similar eCommerce platforms. Helpdesk software (Zendesk, Groove, or equivalent). Subscription management tools. Slack-based communication. #J-18808-Ljbffr
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