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Job Description & How to Apply Below
GoKwik is a growth operating system built to maximise D2C and eCommerce GMV. From checkout optimisation and RTO reduction to payments, retention, and post-purchase engagement, we help brands scale profitably. Today, GoKwik powers 15,000+ merchants globally and processes $2B+ in GMV annually. Backed by RTP Global, Z47, Peak XV, and Think Investments, we are building AI-led, product-first solutions that scale through PLG.
Why This Role Matters
Kwik Engage is designed to power end-to-end commerce lifecycle journeys, not isolated campaigns. This role exists to ensure merchants maximise value across channels by using Kwik Engage as a single retention and revenue-driving platform. You will own merchant outcomes across conversion, engagement, retention, and revenue through strong product understanding, lifecycle thinking, and data-backed recommendations.
What You'll Own
Commerce Growth Across Channels
Own performance of multi-channel commerce journeys across Whats App, Email, and SMS
Advise merchants on high-impact use cases such as cart recovery, COD confirmation, order updates, cross-sell, reactivation, and retention
Drive adoption of Kwik Engage features by linking them directly to revenue and retention outcomes
Product, Funnel & Lifecycle Expertise
Build deep understanding of Kwik Engage capabilities across channels and workflows
Understand the full commerce lifecycle: acquisition → checkout → post-purchase → retention → repeat
Help merchants build channel-mix strategies instead of running siloed campaigns
Data, Insights & Experimentation
Analyse performance using A/B testing, cohort analysis, and funnel tracking
Identify drop-offs across lifecycle journeys and recommend data-backed optimisations
Focus on actionable insights over vanity metrics, tied directly to conversion uplift, repeat rate, and revenue impact
Execution & Cross-Functional Ownership
Partner with Product and Engineering teams on pilots, feature adoption, and product enhancements
Collaborate with Sales and Marketing teams to align merchant education, use cases, and GTM narratives
Define success metrics and business requirements for experiments and new initiatives
Reporting & Scale
Track and report key metrics such as opt-in rate, open rate, CTR, conversion uplift, repeat purchase rate, and revenue per message
Build scalable reporting frameworks for merchant reviews and leadership visibility
Develop category expertise and surface trends to support platform-level innovation
Who You Are
2–4 years of experience in B2B SaaS, Mar Tech, AdTech, Fin Tech, or eCommerce
Hands-on exposure to retention marketing or commerce messaging (Whats App, Email, SMS)
Strong understanding of funnels, lifecycle marketing, and conversion optimisation
High comfort with Excel, dashboards, and data analysis (Metabase exposure is a plus)
Strong ability to translate product features into clear business impact narratives
High ownership mindset, bias for action, and comfort working in fast-paced startup environments
Why Go Kwik
At GoKwik, Customer Success directly drives merchant growth and product adoption.
This role offers high ownership, strong cross-functional exposure, and the opportunity to work with leading D2C brands to unlock measurable retention and revenue outcomes through lifecycle-led engagement.
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