Drive merchant retention and reactivation through proactive outreach, addressing concerns, and improving satisfaction in Bosta's dynamic tech-driven logistics environment.
About Bosta:
Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt and KSA. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions.
We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.
The Role!:
The Retention Executive is responsible for protecting and growing Bosta’s existing merchant base by reducing churn and reactivating inactive merchants. The role focuses on proactive outreach, understanding merchant pain points, and executing retention and win-back actions that improve merchant satisfaction, loyalty, and profitability.
Who are you?
Monitor and manage an assigned merchant portfolio, track performance trends, and proactively identify accounts at risk of churn.
Execute retention and win-back actions by reaching out to inactive or low-engagement merchants, addressing their concerns, and driving reactivation.
Identify opportunities for cross-sell and up-sell, recommending relevant services or products that increase merchant value and engagement.
Ensure a positive merchant experience by capturing feedback, resolving issues, and communicating insights to improve processes and customer satisfaction.
Prepare accurate reports and maintain documentation, updating CRM records and providing regular updates on portfolio performance, retention outcomes, and productivity metrics.
Key Performance Indicators (KPIs):
Merchant Churn Rate: Measure of the percentage of merchants lost over a given period.
Merchants Retained: Number of merchants successfully retained through proactive engagement and support.
Reactivation Rate: Percentage of inactive merchants re-engaged and brought back to active status.
Recovered / Incremental Volume: Additional business volume generated through retention and reactivation efforts.
Gross Margin Impact per Merchant: Financial contribution of each retained or reactivated merchant to overall profitability.
Productivity Metrics: Quantitative assessment of outreach activities, including calls made and meaningful merchant conversations conducted.
Merchant Satisfaction (CSAT): Measurement of merchant experience and satisfaction with support and engagement initiatives.
Who are you?
Bachelor’s degree in Business, Commerce, Marketing, or related field
1–3 years of experience in retention, telesales, AM, or customer success
Bosta delivery will ship your products anywhere in Egypt. With the fastest courier service in Egypt & Bosta logisitcs you won't worry about delivery or tracking
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