Role & responsibilities

- Must have in-depth understanding & knowledge of the express industry landscape and clearly understand our competitors across major focus regions.
- Required to supervise and oversee the strategy, planning and execution of the organizations overall customer experience goals.
- Liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.
- Responsible for delivering a seamless customer experience across all stages and touchpoints in a customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency and profitability.
- Outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, new business growth and profitable turnovers.
- Should be able to foresee market changes, dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world




- Enabling a two-way stream with customer facing teams through collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger customer experience strategy.
- Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience

Preferred candidate profile

- A postgraduate (MBA preferred) with 13+ years of experience (4-5 years of relevant customer management experience).
- Well versed with the express business, demonstrates ability to challenge constructively and takes a holistic approach to decision making.
- An excellent communicator who can collaborate with cross-functional teams and multiple stakeholders.
- Able to address the issues in a structured, fact based and analytical way, leveraging the strong relationships built.
- Ability to understand data analytics and extract practical or actionable information from it along with strong problem-solving skills for ensuring customer experience gaps do not occur or are resolved efficiently
- Able to practice strong leadership, team building, project-management, and delegation skills.

📌 Deputy General Manager - Customer Service ( Express Logistics ) (Mumbai)
🏢 DP World
📍 Mumbai