Senior Executive Customer Experience

Job description

Designation - Senior Executive Customer Experience (CX) Excellence Location - Mumbai Sakinaka Budget - 4 to 5 LPA, 5% performance variable Education - Graduate in Engineering, Business Administration, or related discipline (MBA preferred). Work Exp - Minimum 2yrs Interested candidates can mention these details and whatzapp their CV - 6361689168. (Only Mumbai based candidates, no relocation cases) Current CTC = Expected CTC = Notice Period = Total work experience = Current Location = Key Responsibilities: Strategic Program Leadership:- • Drive cross-functional programs that enhance delivery performance, customer satisfaction, and network efficiency. • Translate business priorities from leadership into structured program charters with clear KPIs, timelines, and ownership. • Ensure effective program governance through regular reviews, dashboards, and leadership updates. • Identify operational bottlenecks and lead cross-functional problem-solving with data backed insights. Assistance to DGM CX:- • Provide strategic and operational support to the DGM CX in daily work management, reviews, and follow-ups. •Prepare executive-level presentations, trackers, and performance reports for board reviews and CXO discussions. • Coordinate with regional and functional heads to ensure timely execution of directives and key initiatives. • Act as the bridge between on-ground teams and leadership for performance monitoring, escalation management, and program tracking. Operational Excellence & Transformation:- • Lead initiatives focused on improving First Mile, Mid Mile, and Last Mile delivery performance. •Partner with Technology teams to conceptualize and implement digital solutions (e.g., dynamic NDR, auto-RTO, proactive dashboards). • Drive data-backed decision-making using tools like Tableau, Power BI, and advanced Excel. • Benchmark DTDCs operational practices against industry leaders (e.g., Delhivery, Ecom Express) to identify best practices. • Work closely with cross-functional teams including Operations, CX, Product, Finance, and Tech to ensure end-to-end alignment. Reporting & Performance Tracking:- • Manage KPI to track program performance and progress on strategic goals. • Conduct regular performance reviews and identify areas for intervention. • Support in defining long-term transformation roadmaps aligned with DTDCs Vision 2030. Key Skills & Competencies:- • Proven experience in program or project management within logistics, express, or e-commerce domains. • Strong data analysis and problem-solving capabilities. • Excellent communication, presentation, and stakeholder management skills. • Hands-on with program dashboards, Excel models, and reporting frameworks. • High ownership mindset and ability to work under tight timelines with cross functional teams. Educational & Experience Requirements:- • Graduate in Engineering, Business Administration, or related discipline (MBA preferred). • 2+ years of experience in Program / Project / Strategic Operations Management. • Prior experience in E-commerce Logistics / Express Parcel / Supply Chain domain preferred. Success Attributes: Strategic mindset with operational execution depth. • Strong coordination skills and ability to influence without authority. • Agile, proactive, and highly organized in managing multiple workstreams. • Collaborative leader with a bias for outcomes and continuous improvement.