Senior Manager - Client Experience (Ecommerce)

About the Role:

This is a high-impact mid-senior role embedded in the Retention & Growth function of one of India's leading logistics companies. This role will manage the nerve centre of client operations the Control Tower while simultaneously driving pendency resolution and leading strategic projects that directly influence the retention and growth of D2C/B2C brands across North, South and West India.

We are looking for a passionate problem identifier and solver someone who is customer-experience obsessed, AI-forward in their approach, and has a proven ability to translate operational complexity into clear, actionable outcomes.

Key Responsibilities:

1. Control Tower Operations

• Own end-to-end real-time visibility of order flows across 400+ D2C brands North, South and West zones
• Drive and manage SLAs; identify deviations and trigger interventions before they escalate
• Design exception management protocols for stuck, delayed or at-risk shipments
• Establish proactive alert systems and escalation matrices across ops, tech and account management teams
• Ensure zero blind spots in daily operations no fire goes unnoticed on your watch

2. Pendency Management

• Drive systematic identification, ownership and resolution of all order pendencies across client portfolios
• Set up pendency review cadences with cross-functional teams including ops, warehousing, last-mile and tech
• Own TAT reduction targets; track, report and present pendency metrics to senior leadership weekly
• Design root-cause frameworks and ensure corrective actions are implemented with accountability
• Build a culture of pendency-zero thinking within the team

3. Strategic Projects & Initiatives

• Lead and deliver high-priority projects within the Retention & Growth charter from ideation to closure
• Projects may include: client health frameworks, onboarding experience redesign, SLA improvement
• programs, automation of control tower workflows, and CX transformation initiatives
• Own project timelines, stakeholder communication, resource planning and outcome measurement
• Work closely with Product, Technology and Operations teams to deploy solutions at scale

4. AI-Powered Problem Solving

• Leverage AI tools to simulate operational scenarios and model solutions before deploying
• Build AI-assisted decision frameworks for pendency triage, risk flagging and SLA prediction
• Mentor team members on practical AI applications in daily operations
• Stay current with emerging AI tools relevant to logistics, CX and operations management

5. Customer Experience Ownership

• Act as the internal voice of the client in every process, review and operational decision
• Own NPS, CSAT and resolution TAT metrics for the brands under the Retention & Growth portfolio
• Conduct regular VOC (Voice of Customer) analysis and translate insights into operational actions
• Collaborate with KAM and Escalations teams to ensure client commitments are met consistently

Candidate Profile:

Mindset & Approach -

• Customer-experience obsessed genuinely, not performatively
• Bias for action; moves fast without losing attention to detail
• Thinks in systems; understands how one operational failure cascades across the client journey
• Collaborative influencer builds consensus and energises teams without relying on hierarchy
• Comfortable operating in ambiguity and building structure from scratch

Technical & Domain Skills -

• Hands-on with AI tools uses them daily for modelling, simulation and decision support
• Strong command over data Excel, dashboards, BI tools; your decisions always have evidence
• Deep understanding of logistics operations: warehousing, last-mile, RTO, NDR, and SLA frameworks
• Proven project management skills — Agile / PMP certification a plus