Photomatics is an automatic photo machine services company with 150+ branches across more than 20 cities since 2020. As we continue to expand our nationwide presence, we are looking for a commercially driven Customer Success Executive to maximize customer lifetime value across all Photomatics branches.
In this role, you will be directly responsible for maximizing the lifetime value of our customers. This role sits at the intersection of premium customer experience and strategic sales generation. Your primary focus is to turn every customer visit into a high-value, repeat interaction by driving upselling and cross-selling initiatives, building strong customer loyalty, and consistently increasing the average basket size per visit.
Responsibilities:
- Design and execute in-store playbooks that encourage customers to purchase multiple items, premium tiers, or add-on experiences during their visit.
- Actively identify opportunities to guide customers toward premium product/service variants (upselling) and relevant complementary add-ons or exclusive collaborations (cross-selling).
- Manage and promote the brand's loyalty programs, ensuring high registration rates and active engagement from repeat visitors.
- Build lasting relationships with core customer segments and fanbases through personalized follow-ups, exclusive previews, and community marketing efforts.
- Monitor customer feedback and low-satisfaction scores to proactively resolve complaints, turning negative experiences into long-term brand advocacy.
- Collaborate with Marketing and Product teams to roll out high-impact in-store activations, limited-edition bundles, and intellectual property (IP) frame or product collaborations.
- Monitor on-site visual merchandising and customer touchpoints to ensure they are friction-free and psychologically optimized for spontaneous add-on purchases.
- Analyze daily and weekly store metrics, specifically focusing on conversion rates, repeat visit frequencies, and average transaction values.
- Provide regular data-driven insights to leadership regarding what packages, add-ons, or bundles are driving the highest commercial lift.
Qualifications:
- 2–4 years of commercial experience in Retail Operations, Experiential Retail (Retailtainment), Hospitality, or Sales.
- Proven track record of hitting commercial targets, with a deep understanding of retail consumer psychology, cross-selling frameworks, and upselling triggers.
- Exceptional interpersonal skills; a natural networker who excels at keeping customers engaged and loyal over long lifecycles.
- Comfortable working with retail data, POS metrics, and customer relationship management (CRM) tools to extract actionable commercial trends.
- High-energy and resilient, capable of thriving in a fast-paced retail environment where consumer trends shift quickly.
