E-Commerce Sales Manager – Customer Sales & Retention Location: Gurugram | On-site Experience: 2+ years | E-commerce / Fashion / Apparel / Lifestyle preferred About the Role We’re looking for an E-Commerce Sales Manager to own the customer journey from pre-purchase guidance to post-purchase retention . The role combines sales, customer experience, styling, product consultation and retention to drive conversion, AOV, repeat purchases and customer loyalty .
Key Responsibilities Handle pre-purchase customer conversations via calls, WhatsApp, chat & other channels.
Guide customers on size, fit, product selection, styling and recommendations . Convert leads, enquiries and abandoned carts into orders. Drive cross-sell & upsell based on customer needs and purchase history.
Manage post-purchase engagement to improve customer satisfaction and repeat purchases . Proactively follow up with customers for feedback, exchanges, product concerns and future purchases .
Build personalised recommendations like a stylist/product expert .
Track and improve conversion rate, AOV, repeat rate and retention metrics . Identify common customer objections and share insights with Product, Marketing & CX teams. Lead and monitor the e-commerce sales/customer conversion team.
What We’re Looking For Solid communication and convincing skills. Experience in E-commerce Sales / Inside Sales / Customer Retention / Fashion or Lifestyle . Strong understanding of customer psychology, styling and product recommendation .
Comfortable with sales targets and performance metrics. Ability to handle customers confidently across multiple channels. Experience managing or mentoring a small sales/CX team is a plus.
Ideal Candidate: Someone who can talk to a customer like a stylist, sell like a salesperson, and retain like a CX expert.