Why This Role Matters
What You'll Own
- Own business outcomes across a portfolio of UK & Europe merchants, driving product adoption, retention, expansion, and revenue growth.
- Build trusted relationships with key merchant stakeholders and act as their strategic partner throughout the customer lifecycle.
- Lead Quarterly Business Reviews (QBRs), presenting actionable insights and growth recommendations aligned with merchant KPIs.
- Manage customer engagement campaigns end-to-end across WhatsApp, Email, and SMS—including planning, execution, optimization, and performance analysis.
- Drive campaigns across key customer journeys such as cart recovery, order updates, cross-sell, upsell, and win-back.
- Analyze merchant performance using funnel analysis, cohort analysis, A/B testing, and campaign metrics to identify growth opportunities.
- Leverage AI-powered tools to automate workflows, improve operational efficiency, and generate actionable customer insights.
- Partner closely with Product, Engineering, Sales, and Marketing teams to advocate for merchant needs and influence product improvements.
- Collaborate effectively across India and UK/Europe time zones to ensure an exceptional merchant experience.
Who You Are
- 5-8 years of experience in Customer Success, Account Management, Growth, SaaS, MarTech, FinTech, or eCommerce.
- Proven experience managing customers across UK, Europe, US, or Australia, with a strong understanding of Western business communication and customer expectations.
- Demonstrated ownership of customer accounts from onboarding through adoption, retention, expansion, and strategic reviews.
- Strong experience planning, executing, and analyzing customer engagement or lifecycle marketing campaigns.
- Excellent verbal and written English communication skills, with confidence presenting to senior business stakeholders.
- Strong analytical mindset with the ability to convert data into actionable business recommendations.
- Outstanding stakeholder management, negotiation, and problem-solving skills.
- Comfortable using AI tools to improve productivity, customer insights, and decision-making.
Why GoKwik
Skills Required
- 5-8 years experience in Customer Success, Account Management, Growth, SaaS, MarTech, FinTech, or eCommerce
- Proven experience managing customers across UK, Europe, US, or Australia with understanding of Western business communication
- Ownership of customer accounts from onboarding through adoption, retention, expansion, and strategic reviews
- Experience planning, executing, and analyzing customer engagement or lifecycle marketing campaigns
- Excellent verbal and written English communication skills; confident presenting to senior stakeholders
- Strong analytical mindset; ability to convert data into actionable business recommendations
- Outstanding stakeholder management, negotiation, and problem-solving skills
- Comfortable using AI tools to improve productivity, customer insights, and decision-making
- Experience with campaigns across WhatsApp, Email, and SMS and techniques like funnel analysis, cohort analysis, and A/B testing
- Ability to collaborate effectively across India and UK/Europe time zones
What We Do
GoKwik is a data & technology led enabler, building a full-stack solution suite for eCommerce and D2C brands to help them unlock business growth. Embarked on a mission to democratise the shopping experience, GoKwik enables eCommerce brands to deliver superlative customer experience across the shopping funnel thereby boosting conversion rates and revenue growth. It also solves for other critical pain points of the industry such as COD RTO (Return to Origin) and helps brands manage the RTO problem while offering COD as a payment channel. With its recent addition of a third product: KwikChat, GoKwik is solving for low ROIs on marketing campaigns through 30+ Whatsapp use cases such as abandoned cart recovery, click to whatsapp ad campaigns & headless checkout. 1 in 3 shoppers is already shopping on the GoKwik network that has helped 500+ brands scale their businesses with higher GMV realisation & profit margins. It is helmed by Chirag Taneja (Co-Founder and Chief Executive Officer), Vivek Bajpai (Co-Founder and Chief Technology Officer), and Ankush Talwar (Co-Founder and Chief Data Scientist). GoKwik is backed by investors such as Sequoia Capital, Matrix Partners India, RTP Global & Think Investments. GoKwik's team has deep knowledge in the space of eCommerce with people having previous experience in Flipkart, Razorpay, Swiggy, Myntra, Nykaa, and more.
