E-Commerce Sales Manager – Customer Sales & Retention

E-Commerce Sales Manager – Customer Sales & RetentionLocation: 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

• Strong 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.