Job Title: National Head Customer Relationship Management (CRM)

Role Summary

We are looking for a highly strategic and experienced leader to head the Customer Relationship Management (CRM) function at a national level. This role will drive the transformation of CRM from a reactive support function into a proactive, data-driven engine focused on customer retention, experience, and revenue growth.

The role will own the end-to-end customer relationship strategy across B2C, Enterprise, and Strategic Accounts, ensuring long-term value creation and service excellence.

Key Responsibilities

1. Strategic Growth & Share of Wallet

- Drive revenue growth from existing customers through upselling and cross-selling of services.
- Expand business across new geographies and service lanes.
- Build and execute structured account plans and Quarterly Business Reviews (QBRs).
- Partner with Sales and Pricing teams to design commercially viable solutions.

2. Customer Retention & Relationship Management

- Act as the escalation point for key enterprise and strategic accounts.
- Develop proactive churn prevention strategies using data-driven insights.
- Build strong, long-term relationships with senior stakeholders (CXOs, Operations Heads, Supply Chain Leaders).

3. Data-Driven Service Governance

- Transition CRM from reactive issue handling to proactive, insight-led decision-making.
- Define and monitor critical service KPIs, including:
- Pickup adherence
- First-attempt delivery success
- Turnaround time (TAT) compliance
- NDR and return rates
- Data and scan quality

- Leverage dashboards and analytics to identify risks and drive corrective actions.

4. Complaint & Escalation Governance

- Own the overall complaint management framework and escalation strategy.




- Define SLAs, escalation matrices, and closure quality standards.
- Translate customer feedback and complaint trends into actionable improvements across processes, technology, and policies.

5. Cross-Functional Leadership & Technology Influence

- Act as a bridge between customers and internal teams including Operations, Technology, Product, Finance, and Sales.
- Influence development of customer-facing technology such as:
- Tracking and visibility tools
- Proactive communication channels (WhatsApp, notifications, IVR)
- Customer dashboards and API integrations

- Represent CRM in leadership discussions with a strong business orientation.

6. Team Leadership & Capability Building

- Lead and manage a pan-India CRM team including regional leaders and key account managers.
- Define KRAs, KPIs, and performance scorecards.
- Build a culture of accountability, customer focus, and data-driven decision-making.

Ideal Candidate Profile

- Experience: 1218+ years in CRM, Key Account Management, or Customer Experience roles
- Industry Background: Logistics, e-commerce, supply chain preferred; telecom, retail, or similar sectors also considered
- Expertise: Strong experience managing enterprise and large B2C customers
- Skills: Excellent stakeholder management, executive communication, and analytical capabilities
- Operational Exposure: Experience working with large, complex networks or multi-location operations
- Preferred: Exposure to command centers/control towers and data-driven service environments

What Success Looks Like

- Increased revenue from existing customers
- Improved customer retention and reduced churn
- Solid service performance metrics
- High customer satisfaction and trust
- A proactive, insight-led CRM organization

📌 National Head- CRM (Mumbai)
🏢 PERSOL
📍 Mumbai