Company Description
JaCaCo Pvt Limited is a growing consumer-focused food company based in Vadodara. The company is building distinctive products and brands for modern retail, e-commerce, and institutional channels, with a strong emphasis on quality, customer insight, innovation, and disciplined commercial execution.

Role Description
The Customer Success Manager will own the post-purchase customer experience for orders placed through JaCaCo's Shopify store. The role coordinates order communication from confirmation through delivery, resolves service issues, improves repeat purchase, and turns satisfied customers into reviewers, content contributors, and active members of the BAR Baking Club community. The role combines responsive service with thoughtful retention marketing through Shopify, WATI, WhatsApp, email, and other approved channels.

Qualification:
Bachelor’s degree in Business, Marketing, Commerce, Communications, or a related field.
1-3 years of experience in customer success, e-commerce, customer support, or retention.
Familiarity with Shopify, WATI, WhatsApp Business, CRM, helpdesk, or marketing automation tools.
Strong written and verbal English communication skills.
Excellent problem-solving, multitasking, ownership, and attention to detail.
Proficient in Excel/Google Sheets, reporting, and customer data management.

Responsibilities
Monitor Shopify orders daily and coordinate the customer journey from order confirmation through fulfilment, shipment, delivery, and post-delivery follow-up.
Send timely, accurate order, dispatch, tracking, delay, delivery,



and issue-resolution updates through Shopify, WATI, WhatsApp, email, or other approved channels.
Coordinate with warehousing, dispatch, logistics partners, Finance, Sales, and Production to resolve failed payments, address errors, stock issues, delivery exceptions, returns, replacements, refunds, and damaged orders.
Maintain clear ownership of every open customer case, record actions and commitments, escalate risks early, and close the loop with the customer.
Create customer segments and execute approved retention journeys for first-time buyers, repeat customers, inactive customers, high-value customers, and relevant product interests.
Increase repeat purchases through practical, personalised follow-ups based on order history, product usage, customer preferences, and appropriate cross-sell or replenishment opportunities.
Request verified ratings and reviews after delivery, respond to feedback constructively, and coordinate prompt recovery for dissatisfied customers before seeking further engagement.
Invite willing customers to contribute testimonials, photographs, recipe videos, application ideas, and other user-generated content; obtain clear permission before JaCaCo publishes or reuses any contribution.




Work with Marketing and the Application team to share relevant recipes, product-use guidance, troubleshooting content, and videos that help customers achieve better results.
Gradually take ownership of day-to-day communication and engagement for the BAR Baking Club community, including onboarding, announcements, conversations, events, feedback, and member participation.
Capture recurring questions, complaints, product requests, delivery issues, and content needs; provide structured insights to Marketing, Sales, Product, Quality, and Operations.
Maintain accurate customer profiles, consent status, interaction history, tags, case notes, review requests, UGC permissions, and campaign outcomes across approved systems.
Prepare weekly and monthly performance reports, recommend experiments, and document actions taken to improve service quality, retention, advocacy, and community engagement.

Basic Skills Required:
Shopify Order & Customer Management
WhatsApp & Customer Communication (WATI)
E-commerce Customer Support
Customer Retention & Engagement
Community & Review Management
Reporting & Cross-functional Coordination

Good to have:
Experience with food, chocolate, bakery, D2C, FMCG, or lifestyle e-commerce.
Experience building WhatsApp journeys, customer segments, templates, automations, or win-back campaigns.
Confidence briefing or coordinating recipe content, customer stories, testimonials, and short-form user-generated videos.

Interested candidates can share their resume to: [email protected]

📌 Customer Success Manager (Vadodara)
🏢 JaCaCo
📍 Vadodara