Role & responsibilities

- Manage and grow relationships with existing Delhivery Direct customers to increase shipment volumes, improve customer retention, and drive higher Share of Wallet (SoW).
- Proactively engage with dormant, churned, inactive, and checkout drop-off customers to identify barriers, recover lost business, and drive customer reactivation.
- Conduct regular customer interactions to understand business requirements, strengthen engagement, and identify opportunities for growth.
- Drive customer lifecycle management by increasing transaction frequency and improving overall customer activity on the platform.
- Convert registered but non-transacting app users into active customers through onboarding support and successful first-time shipment bookings.
- Provide end-to-end booking assistance and coordinate with internal stakeholders to ensure timely issue resolution and a seamless customer experience.
- Maintain accurate records of customer interactions, business requirements, follow-ups, and account activities within internal systems.




- Track customer performance metrics and contribute towards achieving activation, retention, reactivation, and shipment volume targets.
- Ensure adherence to productivity benchmarks, calling targets, and business KPIs.
- Analyze customer data and business trends to identify opportunities for growth and process improvement.
- Act as a bridge between customers and internal teams including Operations, Product, Business, and Customer Support to drive effective issue resolution and customer satisfaction.

Preferred candidate profile

- Experience in Sales, Business Development, Customer Success, Customer Retention, or related customer-facing roles.
- Strong communication and relationship management skills.
- Comfortable with high-volume outbound calling (approximately 100 calls per day).
- Positive proficiency in Excel and data management.
- Ability to work in a target-driven environment.

📌 Associate-Direct (Goa)
🏢 Delhivery
📍 Goa