National Head Customer Relationship Management (CRM)
Location
Delhi NCR
Experience
12–18 Years
Industry Preference
Express Logistics | E-commerce | Supply Chain | Courier | Last Mile | 3PL
Role Overview
We are looking for an experienced and strategic
National Head – Customer Relationship Management (CRM) to lead customer engagement, retention, and revenue growth initiatives across the organization. The role will be responsible for strengthening customer relationships, driving service excellence, improving customer lifetime value, and ensuring a seamless customer experience across key enterprise and retail accounts.
The ideal candidate should have solid experience in customer relationship management within the logistics, supply chain, or e-commerce industry, with expertise in customer retention, account growth, service governance, and cross-functional leadership.
Key Responsibilities
- Lead the organization's CRM strategy, customer engagement, and retention initiatives across all business segments.
- B2C experience
- Develop and execute customer growth strategies to increase Share of Wallet (SOW), customer lifetime value, and long-term account profitability.
- Build and strengthen relationships with key enterprise customers and strategic accounts.
- Drive customer satisfaction through effective service governance, proactive issue resolution, and continuous improvement initiatives.
- Conduct Quarterly Business Reviews (QBRs) and business performance discussions with key customers.
- Collaborate with Sales, Operations, Product, Finance, and Technology teams to enhance customer experience and operational efficiency.
- Develop customer segmentation, engagement, and loyalty strategies based on business needs and analytics.
- Monitor customer KPIs including SLA adherence, NPS, CSAT, retention, complaint resolution, and escalation management.
- Lead customer retention programs aimed at reducing churn and improving account expansion opportunities.
- Drive Voice o
📌 National Head-CRM (Delhi)
🏢 PERSOL
📍 Delhi