Customer Success Executive

2 weeks ago

Ang Mo Kio, Singapore Nitecore Singapore Full time

**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**:

- 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.
- 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.

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

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