Assistant Manager – CRM (Key Accounts)
Department
Customer Relationship Management (CRM) – Key Accounts
Location
[Delhi]
Reporting To
AGM– CRM / Key Account Management
Job Purpose
To
lead and manage CRM operations for assigned key accounts, ensuring SLA compliance, superior customer experience, effective escalation management, and strong coordination with internal operations teams, while driving continuous service improvement and account retention for DTDC.
Key Responsibilities
Key Account & Relationship Management
- Own end-to-end CRM responsibility for assigned key accounts
- Build and maintain senior-level relationships with customer stakeholders
- Act as escalation SPOC for service, operational, and billing-related issues
- Support account retention and growth through service excellence
Service Delivery & SLA Governance
- Ensure adherence to contractual SLAs, KPIs, and service commitments
- Review shipment performance, service failures, and exception trends
- Drive preventive and corrective action plans to improve service quality
Implant & Team Management
- Lead and guide implant CRM teams deployed at customer locations
- Ensure proper staffing, training, performance monitoring, and discipline
- Conduct regular reviews and coaching for CRM executives and senior executives
Cross-Functional Coordination
- Coordinate with first mile, hub, line haul, last mile, billing, finance, and claims teams
- Ensure timely closure of PODs, RTOs, claims, and billing disputes
- Align internal stakeholders to meet key account expectations
Escalation Management & RCA
- Manage high-impact and senior-level escalations from key customers
- Drive structured RCA and CAPA for chronic or repeat issues
- Communicate resolution status and improvement initiatives to customers
MIS, Reviews & Governance
- Review and validate daily, weekly, and monthly MIS
- Present performance dashboards and insights in MBRs / QBRs
- Provide regular updates to senior management on account health
Process Compliance & Continuous Improvement
- Ensure compliance with DTDC SOPs, audit requirements, and system processes
- Support customer audits and internal quality reviews
- Identify and implement process improvements and automation opportunities
Key Performance Indicators (KPIs)
- SLA & KPI adherence for key accounts
- Customer satisfaction (CSAT / NPS)
- Escalation resolution TAT
- Account retention and service stability
- Reduction in repeat / chronic complaints
Qualifications & Experience
Education
- Graduate / Post-Graduate in Operations, CRM, Logistics, or Management preferred
Experience
- 6–10 years of experience in CRM, key account management, or logistics operations
- Minimum 2–3 years in a team-handling or managerial role
- Strong exposure to enterprise / key accounts in courier or express logistics
Skills & Competencies
- Strong client relationship and stakeholder management skills
- Proven leadership and people management capability
- Advanced proficiency in Excel, MIS, dashboards, and CRM systems
- Analytical, structured problem-solving approach
- Ability to operate in a high-pressure, customer-critical environment
Working Conditions
- Office-based role with regular customer interactions
- Travel to customer sites as required
- Extended working hours during escalations or peak periods
