D2C Online Sales & Customer Support Executive

Position: D2C Online Sales & Customer Support Executive

Location: On-site Seasons Business Square, Aundh, Pune

Reports to: Marketing & Sales Head

Role Overview:

We are seeking a fashion-savvy professional with 24 years of experience in online/D2C sales and customer service. The ideal candidate will have a background in the fashion industry, strong product knowledge, and the ability to convert online interest into sales while ensuring exceptional customer experiences.

Key Responsibilities:

1. Boost Online Sales

Manage product listings, descriptions, and images to reflect brand aesthetics.

Drive conversions through offers, upselling, cross-selling, and styling recommendations.

Monitor sales analytics, traffic, and conversion rates to improve performance.

Coordinate with marketing for new launches and seasonal campaigns.

Recover abandoned carts through follow-up strategies.

2. Customer Support & Styling Assistance

Handle queries via email, WhatsApp, social media, and phone.

Provide styling tips, size guidance, and product recommendations.

Resolve complaints, returns, and exchanges with professionalism.

Maintain high customer satisfaction and loyalty.

3. Coordination & Operations

Work with warehouse/logistics for timely order processing and delivery.

Update CRM with customer interactions and follow-up actions.

Collaborate with design and marketing teams to align online offerings with current collections.

Requirements:

Fashion industry background with strong product and styling sense.

24 years experience in online sales, D2C, or e-commerce roles.

Excellent communication and customer service skills.

Knowledge of Shopify or similar e-commerce platforms.

Data-driven mindset with basic analytics knowledge.

Performance Metrics:

Online sales growth and conversion rate improvement.

Customer satisfaction score (CSAT).

Query resolution time and repeat purchase rate.