Position: Retention & Sales Manager
Location: Karachi, Pakistan
Job Type: Full-Time | On-Site
We are looking for an experienced Retention & Sales Manager to lead customer retention, sales growth, and customer service initiatives while driving long-term customer relationships and revenue growth.
Key Responsibilities:
Develop and implement strategies to improve customer retention, satisfaction, engagement, and revenue growth
Lead, manage, and motivate the Customer Success & Sales team to achieve assigned targets and KPIs
Build and maintain strong relationships with existing customers and key accounts
Identify upselling, cross-selling, and business growth opportunities within the existing customer base
Monitor customer activity, engagement, sales performance, and account health to identify growth opportunities
Develop strategies to reactivate inactive customers and strengthen long-term business relationships
Collaborate with Sales, Operations, Accounts, Billing, Collections, and Customer Support teams to resolve customer issues and improve service delivery
Set team targets, monitor individual performance, and conduct regular performance reviews
Ensure timely customer follow-ups regarding business requirements, service concerns, payments, and other issues
Prepare regular and monthly reports covering sales, customer success, revenue, customer satisfaction, and team performance for senior management
Education & Experience:
Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
MBA or relevant professional qualification will be an advantage
4–7 years of experience in Customer Success, Customer Service, Sales, Business Development, Account Management, or a related field
Previous team leadership, managerial, or supervisory experience preferred
Experience in e-commerce, logistics, courier, fintech, or related industries will be an advantage
Skills & Competencies:
Strong analytical and problem-solving skills
Ability to handle escalated customer concerns professionally
Strong understanding of sales, customer success, and revenue growth
Proficiency in MS Excel, CRM systems, and customer/sales reporting tools
Strong leadership, communication, relationship management, and follow-up skills