Executive / Senior Executive CRM

Job description

**Job Description**: Executive / Senior Executive CRM **Role Overview** As a **Senior Executive CRM** at DTDC, you will be responsible for managing, nurturing, and growing relationships with our high-value corporate clients. You will serve as the primary strategic liaison, ensuring seamless logistics operations, driving client retention, and unlocking new revenue opportunities through proactive engagement and exceptional service delivery. **Key Responsibilities** **1. Relationship Management & Customer Retention** - **Strategic Partnership:** Build and maintain robust, long-lasting relationships with key accounts by deeply understanding their business needs, supply chain preferences, and expectations. - **Retention Strategies:** Develop and execute tailored client retention strategies. Leverage customer feedback, health scores, and operational insights to proactively address pain points and minimize churn. - **Proactive Engagement:** Conduct regular feedback sessions and business reviews to ensure DTDC remains their logistics partner of choice. **2. Revenue Growth Initiatives** - **Account Mining:** Proactively engage with existing key accounts to promote DTDCs comprehensive suite of logistics solutions. - **Upselling & Cross-selling:** Identify opportunities to upsell premium services and cross-sell cross-border, express, or warehousing solutions to maximize revenue per client. **3. Order Tracking, Management & Communication** - **End-to-End Monitoring:** Track high-priority shipments and customer orders throughout the fulfillment and delivery lifecycle to ensure strict adherence to SLAs. - **Proactive Updates:** Serve as the dedicated point of contact, providing clients with timely, automated, or manual updates regarding shipment tracking, milestones, and estimated delivery times (ETAs). - **Omnichannel Support:** Manage day-to-day client communication via phone, email, and corporate chat tools with high professionalism and speed. **4. Escalation & Issue Resolution** - **Root-Cause Analysis:** Investigate and resolve complex customer inquiries, claims, and service failures promptly. - **Corrective Action:** Coordinate with ground teams to implement immediate corrective actions, ensuring long-term resolution and customer satisfaction. **5. Cross-functional Collaboration** - **Internal Alignment:** Work closely with Logistics Operations, Hub Managers, Customer Service, and Sales teams to align internal capabilities with client expectations. - **Process Optimization:** Act as the voice of the customer internally to streamline operational workflows and optimize the overall customer experience. **6. Data Analytics & Performance Reporting** - **KPI Tracking:** Monitor and maintain key performance metrics, including Customer Satisfaction (CSAT/NPS), First-Time Resolution (FTR), and Order Fulfillment rates. - **Trend Analysis:** Analyze service data to identify logistics trends, delivery patterns, and areas for continuous improvement, presenting actionable insights to management. **Important Note:** We are exclusively seeking candidates with prior experience in the **logistics or supply chain** sector for this position.