Job Description: Executive / Senior Executive CRM

Role Overview

As a Senior Executive CRM at DTDC, you will be responsible for managing, nurturing, and growing relationships with our high-value corporate clients. You will serve as the primary strategic liaison, ensuring seamless logistics operations, driving client retention, and unlocking recent revenue opportunities through proactive engagement and exceptional service delivery.

Key Responsibilities

1. Relationship Management & Customer Retention

- Strategic Partnership: Build and maintain robust, long-lasting relationships with key accounts by deeply understanding their business needs, supply chain preferences, and expectations.
- Retention Strategies: Develop and execute tailored client retention strategies. Leverage customer feedback, health scores, and operational insights to proactively address pain points and minimize churn.
- Proactive Engagement: Conduct regular feedback sessions and business reviews to ensure DTDC remains their logistics partner of choice.

2. Revenue Growth Initiatives

- Account Mining: Proactively engage with existing key accounts to promote DTDCs comprehensive suite of logistics solutions.
- Upselling & Cross-selling: Identify opportunities to upsell premium services and cross-sell cross-border, express, or warehousing solutions to maximize revenue per client.

3. Order Tracking, Management & Communication

- End-to-End Monitoring: Track high-priority shipments and customer orders throughout the fulfillment and delivery lifecycle to ensure strict adherence to SLAs.




- Proactive Updates: Serve as the dedicated point of contact, providing clients with timely, automated, or manual updates regarding shipment tracking, milestones, and estimated delivery times (ETAs).
- Omnichannel Support: Manage day-to-day client communication via phone, email, and corporate chat tools with high professionalism and speed.

4. Escalation & Issue Resolution

- Root-Cause Analysis: Investigate and resolve complex customer inquiries, claims, and service failures promptly.
- Corrective Action: Coordinate with ground teams to implement immediate corrective actions, ensuring long-term resolution and customer satisfaction.

5. Cross-functional Collaboration

- Internal Alignment: Work closely with Logistics Operations, Hub Managers, Customer Service, and Sales teams to align internal capabilities with client expectations.
- Process Optimization: Act as the voice of the customer internally to streamline operational workflows and optimize the overall customer experience.

6. Data Analytics & Performance Reporting

- KPI Tracking: Monitor and maintain key performance metrics, including Customer Satisfaction (CSAT/NPS), First-Time Resolution (FTR), and Order Fulfillment rates.
- Trend Analysis: Analyze service data to identify logistics trends, delivery patterns, and areas for continuous improvement, presenting actionable insights to management.

Important Note: We are exclusively seeking candidates with prior experience in the logistics or supply chain sector for this position.

📌 Executive / Senior Executive CRM (Maharashtra)
🏢 Dtdc Express
📍 Maharashtra