Customer Service Executive

THE [PANT] PROJECT

Role: Senior Executive Repeat Sales & Retention

Location: Mumbai | Work from Office

ABOUT US

At The Pant Project, we're building a digital-first D2C brand focused on high-quality, well-fitted bottom wear for the modern Indian consumer. Backed by one of the world's leading textile manufacturers, we've been recognized as one of India's top emerging D2C fashion start-ups for two consecutive years.

WHY THIS ROLE MATTERS

At The Pant Project, the first sale is just the start the real revenue lives in the second, third, and fourth purchase. This role owns the bottom-line impact of every existing customer: turning returns into exchanges, one-time buyers into repeat purchasers, and casual shoppers into long-term, high-LTV customers.

You are not a support function you are a revenue line.

WHAT YOU'LL OWN

• Drive incremental revenue from the existing customer base through repeat purchases, upsells, and cross-sells
• Hit monthly targets on return-to-exchange conversion, repeat rate, and revenue retained
• Run outbound win-back, reorder, and category-expansion outreach (calls, WhatsApp, email) to existing customers
• Convert return requests into exchanges and higher-value orders through sharp, persuasive, customer-first conversations
• Arrange home visits over call for high-intent customers coordinating fit sessions, exchanges, and personalized styling at the customer's doorstep to close and retain
• Pitch new drops, bestsellers, and complementary styles to existing customers at the right moment in their journey
• Own a personal book of high-value and at-risk customers and grow their lifetime value
• Use data on browsing, purchase, and return behaviour to identify and convert ready-to-buy segments
• Feed fit, fabric, and product insights back to Product and Merchandising to unlock more sellable inventory
• Partner with CX, Marketing, and Operations to lift repeat revenue as a % of total sales

WHAT WE'RE LOOKING FOR

• 2+ years in inside sales, retention sales, tele-sales, or revenue-led CX (D2C/e-commerce strongly preferred)
• A natural closer empathetic on the surface, sharp on the numbers underneath
• Track record of carrying and beating a target (revenue, conversion, AOV, or repeat rate)
• Comfortable with outbound calls, objection handling, and turning a "I want a refund" into a "ship me the next size"
• Confident in pitching and arranging in-person home visits over the phone, and coordinating end-to-end logistics for them
• Strong with customer data can read a cohort in Excel/Sheets, spot an opportunity, and act on it
• Comfortable working hands-on across ticketing tools, WhatsApp, and email without depending on heavy automation
• High ownership, target-driven, and allergic to leaving revenue on the table

WHAT SUCCESS LOOKS LIKE

• Repeat revenue grows as a % of total sales, month over month
• Return-to-exchange conversion hits and exceeds target
• Higher conversion and AOV from home-visit appointments
• Measurable lift in customer LTV and reorder frequency
• A loyal base of customers who buy again because you gave them a reason to