Senior Executive CRM -Key accounts

Job description

**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.