Customer Conversion Specialist - Pet Food Sales ROMISHOME

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 150-200 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