D2C Customer Conversion Manager

Fashionous; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Fashionous is seeking a hands-on professional in Chennai to own end-to-end customer conversion strategies. You will manage WhatsApp-based journeys, segment leads, and coordinate CRM-driven campaigns to drive orders and revenue.

Ideal candidates have 4–7 years in D2C or consumer-brand roles, with proven ability to convert inquiries into paid orders and to retain customers through data-driven tactics. Tamil and English communication is essential. This is an on-site role in Tamil Nadu, Chennai.

Qualifications

• 4–7 years of relevant experience in D2C, B2C customer conversion, CRM marketing, customer lifecycle management or inside sales for consumer brands.
• Proven ability to convert high volumes of consumer enquiries into paid orders.
• Strong hands-on experience in WhatsApp-based customer engagement and commerce.
• Experience in lead segmentation, customer reactivation and retention campaigns.
• Strong understanding of CRM platforms and sales conversion funnels.
• Experience in customer communication, objection handling and closing.
• Data-driven approach to improving conversion rates.
• Good analytical skills and proficiency in Excel/Google Sheets.
• Ability to independently execute campaigns and take ownership of revenue targets.
• Excellent communication skills in Tamil and English.

Responsibilities

• Lead and convert incoming leads from multiple channels into orders.
• Reactivate dormant enquiries and design targeted campaigns.
• Manage WhatsApp-based customer journeys and scripts.
• Optimize CRM usage, lead prioritisation and campaign attribution.
• Drive repeat purchases and loyalty initiatives to increase CLV.
• Monitor team performance and improve conversion processes.
• Track conversion metrics and report weekly/monthly performance.

Skills

WhatsApp-based engagement

CRM marketing

Lead segmentation

Customer lifecycle management

Inside sales

Data-driven

Excel/Google Sheets

Communication (Tamil & English)

Campaign management

Revenue targets

Tools

CRM platforms

Shopify

WhatsApp Business API

Marketing automation tools

Job description

Key Responsibilities

1. Lead Conversion & Revenue Generation

• Take ownership of converting incoming leads from Meta campaigns, WhatsApp, website and other channels.
• Develop and execute structured lead follow-up and conversion strategies.
• Improve enquiry-to-order conversion rates.
• Identify and resolve customer objections and purchase barriers.
• Ensure timely engagement with interested prospects.
• Personally handle high-intent enquiries and difficult customer closures.
• Maximise revenue from existing leads and enquiries.

2. Dormant Lead Reactivation

• Develop strategies to reactivate thousands of previously generated enquiries.
• Segment leads based on source, customer behaviour, purchase history and engagement.
• Design targeted WhatsApp reactivation campaigns.
• Create effective customer communication scripts and follow-up sequences.
• Build systematic processes to convert dormant enquiries into paying customers.

3. WhatsApp Commerce & Customer Engagement

• Develop and manage WhatsApp-based customer conversion journeys.
• Create engaging customer communication and sales scripts.
• Implement structured follow-ups and automated customer journeys.
• Identify opportunities to improve response rates and order conversions.
• Explore and implement relevant WhatsApp Business Platform integrations.

4. CRM & Conversion Optimisation

• Effectively utilise Fashionous's existing lead-management application.
• Establish systematic lead prioritisation and follow-up workflows.
• Monitor customer journeys from initial enquiry to completed order.
• Analyse conversion drop-offs and identify improvement opportunities.
• Work with the internal team to improve CRM utilisation and automation.
• Maintain accurate customer records and campaign attribution.

5. Customer Retention & Repeat Purchases

• Build strategies to increase repeat purchases.
• Identify opportunities to encourage existing customers to convert additional sarees.
• Develop customer referral and loyalty initiatives.
• Implement post-purchase engagement campaigns.
• Increase customer lifetime value through relevant cross-selling and upselling.

6. Team Productivity & Performance

• Guide and train existing customer coordinators.
• Establish clear individual and team conversion targets.
• Monitor follow-up quality and customer handling.
• Analyse coordinator-level conversion performance.
• Improve team productivity through better processes and automation.

7. Analytics & Reporting

• Track lead-to-order conversion rates.
• Monitor cost per acquired customer in collaboration with the marketing team.
• Measure revenue generated from campaigns and lead segments.
• Track repeat purchase rates and customer lifetime value.
• Monitor sales performance and contribution margins.
• Prepare actionable weekly and monthly performance reports.

Mandatory Skills & Experience

• 4 to 7 years of relevant experience in D2C, B2C customer conversion, CRM marketing, customer lifecycle management or inside sales for consumer brands.
• Demonstrated experience converting high volumes of consumer enquiries into paid orders.
• Strong hands‑on experience in WhatsApp-based customer engagement and commerce.
• Experience in lead segmentation, customer reactivation and retention campaigns.
• Strong understanding of CRM platforms and sales conversion funnels.
• Experience in customer communication, objection handling and closing.
• Data‑driven approach to improving conversion rates.
• Good analytical skills and proficiency in Excel/Google Sheets.
• Ability to independently execute campaigns and take ownership of revenue targets.
• Excellent communication skills in Tamil and English.

Preferred Experience

• Experience with D2C fashion, beauty, lifestyle or e-commerce brands.
• Experience handling Click-to-WhatsApp enquiries and messaging campaigns.
• Experience with WhatsApp Business API and CRM automation tools.
• Experience managing or mentoring customer‑facing sales teams.
• Familiarity with Shopify and customer lifecycle marketing.

What We Are Looking For

• A hands‑on professional who can start executing immediately.
• Someone with a proven track record of increasing customer conversion.
• A person who understands the economics of customer acquisition and retention.
• Someone who can independently identify opportunities and implement solutions.
• A revenue‑focused individual who takes ownership of business outcomes.

*This is NOT a lead‑generation or conventional B2B sales role.*

We are not looking for someone whose primary expertise is running advertisements, managing enterprise accounts or supervising telecalling activities.

We are looking for someone who knows how to convert enquiries into customers and revenue.