Retention Lead

Digital Customer Relationship Management

• Own the end-to-end digital customer journey (Whats App, Instagram DM, website leads,CRM)
• Ensure every interaction reflects luxury tone, discretion, and personalization
• Act as primary escalation point for high-value digital clients

• Lead and coach digital sales / client advisors on consultative, relationship-led selling
• Ensure strong product storytelling, not price-driven selling
• Improve conversion rate, AOV, and repeat purchase from digital channels

• Develop strategies to increase repeat purchase and customer lifetime value
• Oversee post-purchase follow-ups, service recovery, and relationship nurturing
• Support VIP clients with private previews, early access, and concierge-style service

• Ensure disciplined CRM usage: profiling, purchase history, preferences, follow-ups
• Segment customers (VIP, repeat, new) and define engagement playbooks
• Translate customer insights into targeted retention actions

• Track key success metrics: repeat rate, retention, response time, NPS, digital CSA
• Identify friction points in the digital journey and drive continuous improvement
• Partner with Marketing and Retail teams to align campaigns and customer experience

• Bachelor’s degree in Business, Marketing, Hospitality, or related field
• 5+ years experience in luxury digital sales, customer success, or premium service
• Proven experience managing high-value or VIP customers digitally
• Strong understanding of luxury communication, etiquette, and relationship management
• Hands-on experience with CRM, Whats App selling, and social commerce
• Commercial mindset with ability to link customer success to revenue and retention
• Excellent written and verbal communication in English