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About Us
JaCaCo Pvt Limited is a growing consumer-focused food company based in Vadodara. The company is building distinctive products and brands for modern retail, e-commerce, and institutional channels, with a strong emphasis on quality, customer insight, innovation, and disciplined commercial execution.
Role
The Customer Success Manager will own the post-purchase customer experience for orders placed through JaCaCo's Shopify store. The role coordinates order communication from confirmation through delivery, resolves service issues, improves repeat purchase, and turns satisfied customers into reviewers, content contributors, and active members of the BAR Baking Club community. The role combines responsive service with thoughtful retention marketing through Shopify, WATI, WhatsApp, email, and other approved channels.
Responsibilities:
• Monitor Shopify orders daily and coordinate the customer journey from order confirmation through fulfilment, shipment, delivery, and post-delivery follow-up.
• Send timely, accurate order, dispatch, tracking, delay, delivery, and issue-resolution updates through Shopify, WATI, WhatsApp, email, or other approved channels.
• Coordinate with warehousing, dispatch, logistics partners, Finance, Sales, and Production to resolve failed payments, address errors, stock issues, delivery exceptions, returns, replacements, refunds, and damaged orders.
• Maintain clear ownership of every open customer case, record actions and commitments, escalate risks early, and close the loop with the customer.
• Create customer segments and execute approved retention journeys for first-time buyers, repeat customers, inactive customers, high-value customers, and relevant product interests.
• Gradually take ownership of day-to-day communication and engagement for the BAR Baking Club community, including onboarding, announcements, conversations, events, feedback, and member participation.
• Increase repeat purchases through useful, personalised follow-ups based on order history, product usage, customer preferences, and appropriate cross-sell or replenishment opportunities.
Request verified ratings and reviews after delivery, respond to feedback constructively, and coordinate prompt recovery for dissatisfied customers before seeking further engagement
Qualifications:
• Bachelor's degree in Business Administration, Marketing, Communications, Commerce, or a related field.
• 1-3 years of experience in e-commerce customer success, online order management, customer support, retention marketing, community management, or a similar role.
• Hands-on familiarity with Shopify order and customer tools; experience using WATI, WhatsApp Business, CRM, helpdesk, email, or marketing-automation platforms is strongly preferred.
Location: Jarod- Vadodara, Gujarat
Note: Interested candidates can share their resume to office.director@jacaco.com
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