Customer Success Executive

We are looking for a Customer Success Manager to ensure an outstanding post-purchase experience for our B2C and B2B customers.

You should have a strong background in customer success, account management, and eCommerce.

This role is critical in retaining customers by ensuring they are well-stocked and continuously engaged with promotions, leading to repeat purchases.

Key Responsibilities:

Customer Experience:

• Manage and enhance the post-purchase customer journey for both online and retail customers.
• Act as the primary point of contact for customer inquiries and issues, providing timely and effective resolutions.
• Gather and analyze customer feedback to improve products and services, ensuring a high level of customer satisfaction.

Account Management for B2B and Retail Shops:

• Maintain strong relationships with retail shops and B2B clients.
• Ensure retail shops are adequately stocked with Nitecore products, coordinating with sales and logistics teams for inventory management.

Online Customer Engagement:

• Develop and implement engagement strategies for online customers, utilizing CRM tools (like drip.com) to personalize communication.
• Create and manage promotional campaigns aimed at increasing customer engagement and driving repeat purchases.

Customer Retention:

• Identify and address customer pain points to improve retention rates.
• Develop and implement loyalty programs and initiatives to encourage repeat purchases from both B2C and B2B customers.
• Track and analyze customer retention metrics, providing regular reports to management.

Key Results:

• Achieve high customer satisfaction scores for both online and retail customers.
• Ensure 100% stocking levels for retail shops within agreed timelines.
• Increase customer engagement with online and offline promotions.
• Achieve increase in repeat purchases within a specified period.
• Improve customer retention rate over a specified period.
• Successfully onboard and retain new B2B clients per quarter.
• Increase the lifetime value of B2C customers by fostering loyalty and repeat purchases.

Requirements:

Skills and Competencies:

• Strong interpersonal and communication skills.
• Excellent problem-solving and analytical abilities.
• Proficiency in CRM tools (e.g., drip.com) and Microsoft Office Suite.
• Ability to manage multiple accounts and projects simultaneously.

Personal Attributes:

• Customer-centric mindset with a passion for delivering outstanding service.
• Detail-oriented with strong organizational skills.
• Ability to work independently and as part of a team.
• Proactive and adaptable to changing business needs.

About Us:

Nitecore is a leading brand specializing in high-performance lighting and outdoor products committed to delivering exceptional products and experiences to our clients.

Job Type: Full-time

Pay: $2,000.00 - $5,000.00 per month

Schedule:

• Day shift
• Monday to Friday

License/Certification:

• Singapore IC or PR (Required)

Work Location: In person