Job Overview

- We are looking for a proactive and customer-focused Customer Retention Executive / Key Account Manager with proven experience in the courier aggregation or logistics industry.

- The candidate will be responsible for managing existing merchant accounts, building long-term customer relationships, improving customer retention, reducing account churn and increasing shipment volumes and revenue from existing customers.

- The role requires regular interaction with merchants, understanding their business and logistics challenges, coordinating with internal teams for issue resolution and identifying opportunities for business growth.

- The ideal candidate should have strong experience in Key Account Management, customer retention, logistics operations, merchant relationship management and revenue growth.

Key Roles & Responsibilities

1.

Key Account

Management & Customer Relationship

- Manage a portfolio of existing merchants and business accounts.

- Build and maintain solid relationships with business owners, founders, ecommerce heads and logistics managers.

- Conduct regular customer calls, account reviews and business performance discussions.

- Understand customer business requirements, shipment patterns and operational challenges.

- Act as the primary point of contact for assigned key accounts.

- Ensure high levels of customer satisfaction and long-term business relationships.

2.

Customer

Retention & Churn Management

- Proactively identify customers showing reduced shipment volumes, inactivity or signs of potential churn.

- Develop retention strategies to prevent customer drop-offs.

- Regularly monitor customer shipping activity and identify declining business trends.

- Understand reasons for customer dissatisfaction, courier performance issues, pricing concerns and service-related challenges.

- Engage with inactive and low-volume customers to reactivate their business.

- Conduct customer feedback sessions and implement improvement initiatives.





- Maintain strong customer engagement to improve retention and account lifetime value.

3.

Revenue

Growth & Account Expansion

- Drive additional shipment volumes and revenue from existing customers.

- Identify opportunities to increase wallet share and courier usage.

- Recommend suitable courier solutions based on customer shipment profiles.

- Identify cross-selling and upselling opportunities for Shipra's logistics and technology solutions.

- Work with customers to improve their shipping efficiency and cost optimization.

- Support commercial discussions and courier rate revisions in coordination with the Sales and Management teams.

- Achieve assigned customer retention, revenue growth and account activation targets.

4.

Customer

Escalation & Issue Resolution

- Handle customer escalations related to courier services, shipment delays, NDR, RTO, COD remittance and delivery performance.

- Coordinate with Operations, Courier Partners, Finance and Technical Support teams for timely issue resolution.

- Monitor critical shipments and ensure appropriate follow-ups.

- Take ownership of customer issues until closure.

- Maintain escalation records and identify recurring service-related problems.

- Ensure timely communication and proactive updates to customers.

5.

Logistics

Performance & Account Reviews

- Monitor courier-wise delivery performance, RTO percentage and shipment success rates.

- Analyse customer shipment trends and identify operational improvement opportunities.

- Review courier allocation performance and recommend suitable courier partners.

- Help merchants optimize shipping costs and improve delivery performance.





- Conduct periodic account performance reviews and share actionable recommendations.

6. MIS, Reporting & Customer Analytics

- Maintain daily, weekly and monthly customer account MIS.

- Track active customers, inactive accounts, shipment volumes and revenue performance.

- Prepare customer retention and churn analysis reports.

- Monitor account-wise revenue growth and shipment volume trends.

- Maintain account health reports and customer escalation dashboards.

- Prepare monthly business review reports for management.

- Maintain accurate customer records, follow-ups and account activities in CRM and Excel.

Mandatory Skills & Experience

- Minimum 3-5 years of experience in Customer Retention, Key Account Management, Customer Success or Account Management.

- Prior experience in Courier Aggregation, Logistics, Courier Services or Ecommerce Shipping industry is mandatory.

- Strong understanding of courier aggregation business models and logistics operations.

- Experience managing existing merchant accounts and B2B customer relationships.

- Proven ability to retain customers and reduce account churn.

- Understanding of courier operations, COD, RTO, NDR, shipment tracking and courier pricing.

- Experience handling customer escalations and coordinating with internal operations teams.

- Ability to identify revenue growth and shipment volume expansion opportunities.

- Strong communication, relationship management and problem-solving skills.

- Working knowledge of MS Excel, CRM and customer reporting tools.

Educational Qualification

- Graduate in any discipline.

- MBA in Marketing / Business Administration will be an added advantage.

- Candidates with experience in logistics technology, courier aggregation and ecommerce shipping platforms will be preferred.

Compensation & Benefits

- Performance-based incentives as per company policy.

- Career growth opportunities in Customer Success and Key Account Management.

- Opportunity to work with a growing e-commerce logistics technology platform.

📌 Customer Retention Executive - Key Account Manager (KAM) (Gurugram)
🏢 Trikaya
📍 Gurugram