Senior Executive – Repeat Sales & Retention

Company Overview

The Pant Project is a digital-first Direct-to-Consumer (D2C) brand specializing in high-quality, well-fitted bottom wear for the modern Indian consumer. Backed by one of the world's leading textile manufacturers, the company has been recognized as one of India's top emerging D2C fashion start-ups for two consecutive years. The organization emphasizes innovation, customer-centricity, and building long-term relationships with its clientele.

Job Summary

The Senior Executive – Repeat Sales & Retention is responsible for driving revenue growth from existing customers by increasing repeat purchases, managing customer retention strategies, and enhancing customer lifetime value. This role plays a critical part in transforming casual shoppers into loyal, high-value customers through personalized engagement, strategic outreach, and data-driven insights. The position directly impacts the company's bottom line by focusing on customer retention and repeat sales.

Responsibilities

• Drive incremental revenue from the existing customer base through repeat purchases, upsells, and cross-sells.
• Achieve monthly targets related to return-to-exchange conversion, repeat rate, and revenue retention.
• Conduct outbound win-back, reorder, and category-expansion outreach via calls, WhatsApp, and email to existing customers.
• Convert return requests into exchanges and higher-value orders through persuasive, customer-first conversations.
• Arrange home visits over calls for high-intent customers, coordinating fit sessions, exchanges, and personalized styling at the customer’s doorstep to close sales and retain customers.
• Promote new drops, bestsellers, and complementary styles to existing customers at optimal moments in their journey.
• Manage a personal book of high-value and at-risk customers to grow their lifetime value.
• Utilize behavioral data on browsing, purchase, and return patterns to identify and convert ready-to-buy segments.
• Provide feedback on fit, fabric, and product insights to the Product and Merchandising teams to optimize inventory.
• Collaborate with Customer Experience (CX), Marketing, and Operations teams to increase repeat revenue as a percentage of total sales.

Qualifications

• 5+ years of experience in inside sales, retention sales, tele-sales, or revenue-led customer experience.
• Strong sales closing skills with an empathetic approach and sharp focus on numbers and targets.
• Proven experience in D2C or e-commerce sales and customer retention strategies.
• Excellent communication and interpersonal skills.
• Ability to handle high-value and at-risk customer accounts.
• Data-driven mindset with the ability to analyze browsing, purchase, and return behavior.
• Experience in customer engagement, upselling, and cross-selling.
• Educational qualifications: Bachelor’s degree or higher in relevant fields.

Preferred Skills

• Experience with home visit coordination and personalized styling.
• Familiarity with CRM tools and customer data analytics.
• Knowledge of fashion retail and product feedback loops.
• Ability to work collaboratively across CX, Marketing, and Operations teams.
• Strong problem-solving and negotiation skills.

Experience

• Minimum of 5 years in relevant roles within D2C/e-commerce sectors, particularly in sales, retention, or customer experience.

Environment

• Work Location: Mumbai, Office-based.
• The role involves customer engagement both via digital channels and home visits.
• Fast-paced, customer-centric environment requiring strong interpersonal skills and adaptability.

Salary

• Not specified.

GrowthOpportunities

• Potential to advance into Senior Management roles within Sales, Customer Experience, or Business Development.
• Opportunities to lead strategic retention initiatives and customer lifecycle management.

Benefits

• Not specified.