Retail Customer Success Manager Resume Example
Professional ATS-optimized resume template for Retail Customer Success Manager positions
Jane Doe
Retail Customer Success Manager
Email: janedoe@email.com | Phone: (555) 123-4567 | LinkedIn: linkedin.com/in/janedoe | Location: New York, NY
PROFESSIONAL SUMMARY
Customer-centric Retail Customer Success Manager with over 7 years of experience driving client retention, enhancing customer engagement, and optimizing retail operations through data-driven strategies. Adept at leveraging CRM tools, implementing onboarding programs, and fostering strong client relationships to ensure consistent revenue growth. Passionate about utilizing emerging retail technologies and personalized communication to elevate the shopping experience, supported by a proven track record of exceeding KPIs in fast-paced retail environments.
SKILLS
**Hard Skills:**
- Customer Relationship Management (CRM & loyalty platforms: Salesforce, Zendesk, Kustomer)
- Data Analysis & Reporting (Excel, Tableau, Power BI)
- Retail Operations Optimization
- Onboarding & Training Programs
- Digital Engagement Strategies
- E-commerce and Omnichannel Integration
**Soft Skills:**
- Empathetic Communication
- Strategic Problem Solving
- Cross-Functional Collaboration
- Conflict Resolution
- Adaptability in Dynamic Environments
- Leadership & Mentoring
WORK EXPERIENCE
*Senior Customer Success Manager*
*XYZ Retail Solutions, New York, NY*
June 2022 – Present
- Led a team of 8 CSMs focusing on high-value retail clients, increasing customer retention rate from 87% to 94% within one year.
- Developed tailored onboarding programs, reducing ramp-up time for new clients by 30%, which translated into faster adoption of retail tech solutions.
- Collaborated with product teams to implement a new customer feedback loop, generating insights that increased upsell opportunities by 15%.
- Conducted quarterly business reviews (QBRs), presenting the ROI of retail solutions and fostering long-term partnerships.
*Customer Success Manager*
*ABC E-Commerce Retail, Boston, MA*
March 2018 – May 2022
- Managed a portfolio of over 200 retail clients, optimizing their use of the company's SaaS platform for inventory management and checkout automation.
- Spearheaded a customer advocacy program that increased Net Promoter Score (NPS) from 58 to 75 over two years.
- Devised onboarding workflows utilizing IoT integrations and real-time data dashboards, leading to 25% faster client onboarding.
- Provided training and support for clients implementing AI-driven personalized marketing tools, resulting in a 20% lift in customer engagement metrics.
*Retail Customer Support Specialist*
*MegaMart Retail Chain, Chicago, IL*
July 2015 – February 2018
- Delivered frontline support as part of the store operations team, resolving complex customer issues related to returns, loyalty programs, and product availability.
- Identified common pain points and worked with IT to enhance self-service kiosks, decreasing manual inquiries by 15%.
- Supported the rollout of a new digital loyalty platform, educating over 1,000 store associates and customers across multiple locations.
EDUCATION
**Bachelor of Science in Business Administration**
University of Illinois, Urbana-Champaign
*2011 – 2015*
CERTIFICATIONS
- Certified Customer Success Manager (CCSM) – SuccessHACKER, 2023
- Certified Retail Operations Professional – NRF, 2021
- Data Analytics for Retail Professionals – Coursera, 2022
PROJECTS
**Retail Digital Engagement Enhancement**
Led a project to introduce omni-channel engagement strategies by integrating push notifications, personalized email campaigns, and in-app messaging, resulting in a 22% increase in repeat customer transactions.
**AI-Powered Customer Analytics Dashboard**
Collaborated with data science teams to develop an analytics platform for real-time customer behavior insights, enabling personalized marketing offers and decreasing churn rates by 12%.
TOOLS & TECHNOLOGIES
- Salesforce CRM
- Zendesk & Kustomer Support Platforms
- Tableau & Power BI
- Shopify, Magento, and other E-commerce platforms
- IoT devices for inventory and customer engagement
LANGUAGES
- English (Native)
- Spanish (Professional Working Proficiency)
Build Resume for Free
Create your own ATS-optimized resume using our AI-powered builder. Get 3x more interviews with professionally designed templates.