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Customer Conversion Specialist

1 hour ago

Dubai, Dubai, United Arab Emirates ROMISHOME Full time

THE ROLE IN A NUTSHELL
This is a pure customer conversion role - not customer acquisition.
You will work exclusively with our existing 3,000+ customer base to shift their dog food purchasing from online retailers and pet shops to us. No cold calling. No external marketing. No new customer acquisition.
Your Mission: Convert our captive customer base from 10% to 30% buying food from us within 12 months.
That means: Taking 600 customers who already trust us and convincing them to change where they buy dog food.
________________________________________
WHY THIS ROLE IS UNIQUE
Warm Audience Only - Every customer already knows and trusts you
Regular Touchpoints - Customers visit us weekly/monthly for services
No Cold Outreach - You're calling existing relationships, not strangers
Clear Target - 600 conversions (20% increase) in 12 months
Proven Concept - 300 customers already buy from us successfully
This isn't traditional sales. It's relationship-based conversion of an established, captive audience.
________________________________________
PRIMARY OBJECTIVE
Convert 600 additional customers (taking total from 10% to 30%) to purchase dog food from us by influencing their online shopping habit and making us their preferred supplier.
________________________________________
WHAT YOU'LL DO DAILY
1. DIRECT CUSTOMER ENGAGEMENT (50% of time)
Personal Outreach:

• Call/WhatsApp 15-20 customers daily from our existing base

• Have consultative conversations about their dog's nutrition needs

• Address objections about Amazon/online shopping convenience

• Build personal relationships with dog parents during kennel visits

• Conduct face-to-face conversations during pick-up/drop-off times
Relationship Building:

• Remember customer names, their dogs' names, preferences, and history

• Position yourself as their "pet nutrition advisor"

• Be present at the kennel during peak hours (morning/evening)

• Attend to walk-in customers and proactively discuss food options
Consultation Services:

• Provide free nutrition consultations based on dog breed, age, health

• Recommend appropriate food brands from our inventory

• Help customers transition between food brands safely

• Follow up after first purchase to ensure satisfaction
2. CAMPAIGN EXECUTION (30% of time)
WhatsApp Communication:

• Send personalized WhatsApp messages to customers

• Manage proactive reorder reminders for existing buyers

• Run targeted promotional campaigns to specific customer segments

• Respond quickly to customer inquiries about food products
Email Marketing:

• Execute email campaigns using pre-designed templates

• Segment customers based on visit frequency, spending, dog breed

• Send educational content about dog nutrition

• Follow up with customers who showed interest
In-Kennel Marketing:

• Ensure signage and promotional materials are visible and updated

• Organize monthly "Pet Nutrition Days" for customer education

• Create urgency with limited-time offers for existing customers

• Coordinate with front desk staff on promotional campaigns
3. SUBSCRIPTION PROGRAM MANAGEMENT (15% of time)
DogCare Club Enrollment:

• Enroll customers in auto-delivery subscription program

• Manage delivery schedules and customer preferences

• Handle subscription modifications and pauses

• Ensure timely delivery and customer satisfaction

• Target: Build to active subscribers
Retention:

• Monitor subscription churn and re-engage lapsed subscribers

• Implement loyalty rewards to encourage repeat purchases

• Create exclusive benefits for subscription members
4. STAFF COORDINATION (5% of time)
Team Enablement:

• Train kennel staff to mention food options during customer interactions

• Provide simple scripts for front desk and groomers to use

• Run weekly 15-minute team huddles on food sales

• Incentivize staff for customer referrals and food mentions

• Ensure entire team understands current promotions
________________________________________
SUCCESS METRICS (KPIs)
Primary Target:
Convert 600 customers from non-buyers to buyers over 12 months
Monthly Breakdown:

• Months 1-3: 30 new food buyers per month (pilot phase)

• Months 4-6: 50 new food buyers per month (scaling)

• Months 7-12:60 new food buyers per month (sustained growth)
Supporting Metrics:

• Customer Contact Rate: 75+ meaningful customer conversations per week

• Conversion Rate: 15-20% of contacted customers should convert

• Subscription Sign-ups: 10-15 per month

• Customer Retention: 80%+ of first-time buyers should reorder

• Response Rate: 40%+ response to WhatsApp/email outreach
Revenue Impact:

• Month 3: AED 75,000/month food revenue

• Month 6: AED 125,000/month food revenue

• Month 12: AED 175,000/month food revenue
Quarterly Bonus Structure:

• Achieve 90% of conversion target: 20% of monthly salary bonus

• Achieve 100% of conversion target: 30% of monthly salary bonus

• Exceed 110% of conversion target: 40% of monthly salary bonus

Desired Candidate Profile

Must Have:

• Experience: 2-4 years in customer success, account management, retail sales, or relationship-based selling

• Location: Based in Dubai with valid UAE residence visa

• Language: Must be able to communicate well in English;

• Sales Ability: Proven track record of meeting/exceeding targets through relationship building

• Communication: Excellent phone manner and written communication skills

• Tech Savvy: Comfortable with WhatsApp Business, email tools, basic CRM/spreadsheets
Strong Preference For:

• Previous experience converting existing customers (cross-selling/upselling)

• Understanding of dog nutrition and major pet food brands

• Resident of Dubai with knowledge of local areas for delivery routing
Personal Qualities:

• Persistent but Pleasant: Can handle "no" and try again without being pushy

• Relationship-Oriented: Genuinely enjoys building rapport with people

• Organized: Manages follow-ups and customer touchpoints systematically

• Self-Motivated: Works independently without constant supervision

• Empathetic: Understands customer psychology and buying behavior

• Patient: Knows habit change takes time and multiple touchpoints

• Results-Driven: Motivated by hitting conversion targets