Customer Retention Executive

Customer Retention Executive

Company: ICON Global (Private) Limited
Location: DHA Phase II Extension, Karachi
Shift: 5:00 PM – 2:00 AM (Monday – Friday)
Employment Type: Full-Time | Onsite

About the Role

ICON Global (Private) Limited is looking for a proactive and customer-focused Customer Retention Executive to strengthen long-term relationships with our international hospitality clients.

In this role, you will be responsible for maintaining existing customer accounts, encouraging repeat business, identifying growth opportunities, and delivering an exceptional customer experience. You will work closely with hotels, resorts, and hospitality businesses to ensure their ongoing requirements for hotel linen and hospitality products are met efficiently.

Key Responsibilities

• Build and maintain strong relationships with existing international clients.
• Ensure high levels of customer satisfaction through timely communication and effective account management.
• Encourage repeat business by understanding customer requirements and maintaining regular follow-ups.
• Identify opportunities to introduce additional products and increase account value through upselling and cross-selling.
• Respond to customer inquiries via phone, email, and CRM while providing prompt and professional support.
• Coordinate with internal departments, including Operations, Production, and Logistics, to ensure smooth order processing and delivery.
• Resolve customer concerns efficiently while maintaining positive client relationships.
• Keep CRM records updated with customer interactions, orders, and follow-up activities.
• Monitor account performance and contribute towards achieving departmental revenue goals.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
• Minimum 2 years of experience in Customer Retention, Account Management, International Sales, Business Development, or Customer Success.
• Experience working with international B2B clients; hospitality industry experience is an advantage.
• Excellent verbal and written English communication skills.
• Strong interpersonal, negotiation, and relationship management abilities.
• Experience using CRM systems (Zoho CRM is a plus).
• Self-driven, customer-oriented, and capable of managing multiple client accounts.
• Comfortable working night shifts aligned with U.S. business hours.

What We Offer

• Competitive Salary
• Annual Bonus
• Medical & Life Insurance
• Provident Fund
• Paid Leaves
• Leave Encashment
• Career Growth & Development Opportunities

Job Type: Full-time

Work Location: In person