Customer Retention Manager

REVENUE RETENTION MANAGER

What The Flex Goregaon West, Mumbai

Industry

E-commerce | Fashion | D2C

www.wtflex.in

ABOUT WHAT THE FLEX

What The Flex (WTF) is a fast-growing D2C streetwear brand built around Gen Z culture, self-expression and contemporary fashion.

THE ROLE

We’re looking for a Revenue Retention Manager to own the customer journey and turn customer experience into retention, repeat purchases and revenue growth.

KEY RESPONSIBILITIES

Manage customer interactions across WhatsApp, Instagram, calls, email & website.

Own the customer journey from the first interaction to repeat purchase.

Identify customer drop-offs, complaints, cancellations, returns and recurring issues.

Analyze root causes and improve processes to reduce complaints and customer loss.

Track COD, NDR, delivery, product, size, return, exchange and payment issues.

Coordinate with CRM, Sales, Marketing, Logistics, Warehouse, Stock & Accounts for quick resolution.

Use CRM, AI, automation and data to improve follow-ups, communication and retention.

Maintain customer records, complaint trackers, CRM updates and performance reports.

Monitor customer feedback and convert insights into actionable improvements.

Drive customer satisfaction, retention, repeat purchases and customer lifetime value.

WHAT WE’RE LOOKING FOR

Strong communication, customer handling and coordination skills.

Customer-first mindset with strong problem-solving ability.

Understanding of E-commerce, Shopify, CRM and customer journeys.

Knowledge of COD, NDR, logistics, returns and exchanges.

Basic Excel / Google Sheets & data analysis skills.

Interest in AI, automation and process improvement.

Strong ownership, follow-up and cross-functional coordination.

THE WTF MINDSET

Don’t just solve the complaint—find the root cause, fix the process, prevent it from happening again, and turn customers into repeat buyers.

Pay

₹12,000.00 - ₹16,000.00 per month

Work Location

In person