Senior Executive CRM -Key accounts

Job Description

Job Title: Senior Executive CRM (Key Accounts)

Department: Customer Relationship Management

Location: [ Ghansoli, Navi Mumbai. (IMPLANT Role) ]

Employment Type: Full-time

Job Summary

DTDC Express Limited is seeking a high-performing and customer-centric Senior Executive CRM (Key Accounts) to manage, retain, and grow relationships with our high-value corporate clients. In this role, you will act as the primary strategic liaison for key accounts, ensuring seamless end-to-end logistics operations, resolving service issues, and proactively driving account growth through upselling and cross-selling. You will serve as the voice of the customer within DTDC, collaborating cross-functionally to optimize service levels and maintain high client retention.

Key Responsibilities

1. Revenue Growth Initiatives

• Proactively engage with existing corporate accounts to promote additional logistics services, express options, and value-added solutions.
• Identify opportunities for upselling and cross-selling (e.g., air express, surface cargo, cross-border shipping, warehousing) to maximize revenue per client.

2. Customer Retention Strategies

• Develop and execute tailored strategies to enhance client retention and minimize churn across key accounts.
• Leverage customer feedback, operational insights, and delivery patterns to continuously tailor logistics solutions to match client expectations.

3. Client Communication & Relationship Management

• Serve as the dedicated single point of contact (SPOC) for key accounts regarding logistics inquiries, service needs, and escalations.
• Build strong, long-lasting relationships with key stakeholders through regular check-ins, performance reviews, and proactive engagement.
• Maintain professional and timely communication across all channels, including phone, email, and corporate messaging platforms.

4. Order Tracking & Operations Management

• Closely monitor the status of customer orders throughout the fulfillment and delivery process to ensure adherence to agreed Service Level Agreements (SLAs).
• Provide clients with clear, proactive, and timely updates regarding shipment milestones, tracking information, and Estimated Times of Arrival (ETAs).

5. Escalation & Issue Resolution

• Respond to client queries, delivery issues, and complaints promptly and effectively.
• Conduct root-cause analysis on recurring service bottlenecks and implement corrective actions to prevent future disruptions.

6. Cross-Functional Collaboration

• Partner closely with internal teamsincluding Logistics Operations, Hub Managers, Customer Service, and Salesto coordinate complex shipping requests and optimize workflows.
• Act as an internal customer advocate to drive operational enhancements and elevate the overall client experience.

7. Performance Reporting & Analytics

• Track and maintain key CRM metrics, including Customer Satisfaction (CSAT/NPS), Order Fulfillment rates, and Turnaround Times (TAT).
• Analyze operational data to spot delivery trends, generate recurring performance reports, and present data-backed recommendations to management.

Qualifications & Requirements

• Education: Bachelors degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• Experience: 1–3 years of experience in Customer Relationship Management (CRM), Key Account Management, or Client Servicing—specifically within the Logistics, Courier, Express, or Supply Chain industry.

• Skills:
  
• Strong communication, negotiation, and relationship-building capabilities.
• Demonstrated track record of account mining, upselling, and customer retention.
• Proficiency in handling complex issue resolutions and SLA management.
• Ability to analyze performance metrics and generate data-driven reports.
• Working knowledge of enterprise CRM platforms (e.g., Salesforce, Zoho, or proprietary logistics ERPs) and Microsoft Excel.