Shopify CRM & Customer Success Executive

Location: Netaji Subhash Place (NSP), Delhi (Work from Office)

Experience: 1–3 Years

Industry: D2C E-commerce / Shopify / Health & Nutrition

Nutristar is one of Indias fastest-growing sports nutrition marketplaces, offering 1000+ authentic supplements from leading brands. We are looking for a proactive and customer-centric Shopify CRM & Customer Success Executive to enhance customer retention, improve post-purchase experience, and ensure smooth coordination between customers, vendors, and internal teams.

This role combines CRM, customer success, operations, and lifecycle marketing to deliver an exceptional customer experience while driving repeat purchases and long-term customer loyalty.

• Plan and execute CRM campaigns across Email, WhatsApp, Push Notifications, and SMS.
• Build and optimize automated customer journeys, including:
• Welcome Series
• Abandoned Cart Recovery
• Browse Abandonment
• Win-back Campaigns
• Reorder & Replenishment Campaigns
• Birthday Campaigns
• Product Review Requests
• Post-Purchase Communication
• Segment customers based on purchase history, engagement, RFM, and LTV.
• Execute promotional campaigns, product launches, flash sales, and loyalty communications.
• Manage Cross-sell, Upsell, Rewards, Referral, and VIP customer campaigns.
• Analyze campaign performance and continuously optimize engagement and revenue.

• Handle customer queries through WhatsApp, email, phone, and chat in a timely and professional manner.
• Resolve customer concerns related to orders, deliveries, returns, exchanges, cancellations, refunds, and product information.
• Ensure every customer receives a seamless and positive shopping experience.
• Proactively follow up with customers until issues are fully resolved.
• Collect customer feedback and identify recurring pain points to improve the customer journey.

• Coordinate with brands, vendors, warehouse, and logistics partners to ensure timely order processing.
• Monitor daily order flow and ensure vendor SLAs are consistently met.
• Follow up on delayed, pending, or exception orders and proactively resolve operational bottlenecks.
• Track order processing timelines and escalate critical issues when required.
• Maintain operational reports for SLA compliance, delayed orders, cancellations, and customer issues.
• Work closely with Operations, Marketing, and Marketplace teams to improve fulfillment efficiency and customer satisfaction.

• Repeat Purchase Rate
• Customer Lifetime Value (LTV)
• Cart Recovery Rate
• Email Revenue
• WhatsApp Revenue
• Campaign Conversion Rate
• Open Rate & Click-through Rate (CTR)
• Customer Satisfaction (CSAT)
• First Response Time
• Query Resolution Time
• Vendor SLA Compliance
• Order Processing Time
• Repeat Customer %
• Customer Review Rating

• 1–3 years of experience in CRM, Customer Success, Customer Support, or D2C E-commerce.
• Experience working with Shopify-based brands is preferred.
• Hands-on experience with CRM platforms such as KwikEngage, Klaviyo, Omnisend, WebEngage, MoEngage, CleverTap, or similar tools.
• Good understanding of Email Marketing, WhatsApp Marketing, Push Notifications, and Marketing Automation.
• Familiarity with customer segmentation, loyalty programs, and lifecycle marketing.
• Strong communication and problem-solving skills with a customer-first mindset.
• Proficiency in Excel and Google Sheets for reporting and analysis.
• Ability to coordinate effectively with vendors and internal teams while managing multiple priorities.

• Experience in health, nutrition, fitness, beauty, or other D2C e-commerce brands.
• Knowledge of Shopify Admin and order management workflows.
• Familiarity with RFM Analysis, Customer Lifetime Value (LTV), and retention metrics.
• Experience working in a fast-paced startup environment.

• Be part of one of Indias fastest-growing Shopify-based nutrition marketplaces.
• Work across CRM, customer success, operations, and retention marketing, gaining end-to-end exposure to D2C e-commerce.
• Collaborate with a young, ambitious team focused on building exceptional customer experiences.
• Enjoy significant ownership, learning opportunities, and career growth as Nutristar scales.