Designation - Senior Executive Customer Experience (CX) Excellence

Location - Mumbai Sakinaka

Budget - 4 to 5 LPA, 5% performance variable

Education - Graduate in Engineering, Business Administration, or related discipline (MBA preferred).

Work Exp - Minimum 2yrs

Interested candidates can mention these details and whatzapp their CV - (phone hidden).

(Only Mumbai based candidates, no relocation cases)

Current CTC =

Expected CTC =

Notice Period =

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Key Responsibilities:

Strategic Program Leadership:-

• Drive cross-functional programs that enhance delivery performance, customer satisfaction, and network efficiency.

• Translate business priorities from leadership into structured program charters with clear KPIs, timelines, and ownership.

• Ensure effective program governance through regular reviews, dashboards, and leadership updates.

• Identify operational bottlenecks and lead cross-functional problem-solving with data backed insights.

Assistance to DGM CX:-

• Provide strategic and operational support to the DGM CX in daily work management, reviews, and follow-ups.

•Prepare executive-level presentations, trackers, and performance reports for board reviews and CXO discussions.

• Coordinate with regional and functional heads to ensure timely execution of directives and key initiatives.

• Act as the bridge between on-ground teams and leadership for performance monitoring, escalation management, and program tracking.

Operational Excellence & Transformation:-

• Lead initiatives focused on improving First Mile, Mid Mile, and Last Mile delivery performance.

•Partner with Technology teams to conceptualize and implement digital solutions (e.g., dynamic NDR, auto-RTO,



proactive dashboards).

• Drive data-backed decision-making using tools like Tableau, Power BI, and advanced Excel.

• Benchmark DTDCs operational practices against industry leaders (e.g., Delhivery, Ecom Express) to identify best practices.

• Work closely with cross-functional teams including Operations, CX, Product, Finance, and Tech to ensure end-to-end alignment.

Reporting & Performance Tracking:-

• Manage KPI to track program performance and progress on strategic goals.

• Conduct regular performance reviews and identify areas for intervention.

• Support in defining long-term transformation roadmaps aligned with DTDCs Vision 2030.

Key Skills & Competencies:-

• Proven experience in program or project management within logistics, express, or e-commerce domains.

• Strong data analysis and problem-solving capabilities.

• Excellent communication, presentation, and stakeholder management skills.

• Hands-on with program dashboards, Excel models, and reporting frameworks.

• High ownership mindset and ability to work under tight timelines with cross functional teams.

Educational & Experience Requirements:-

• Graduate in Engineering, Business Administration, or related discipline (MBA preferred).

• 2+ years of experience in Program / Project / Strategic Operations Management.

• Prior experience in E-commerce Logistics / Express Parcel / Supply Chain domain preferred. Success Attributes: Strategic mindset with operational execution depth.

• Robust coordination skills and ability to influence without authority.

• Agile, proactive, and highly organized in managing multiple workstreams.

• Collaborative leader with a bias for outcomes and continuous improvement.

📌 Senior Executive Customer Experience (Mumbai)
🏢 Dtdc Express
📍 Mumbai