Location: Mumbai / Delhi NCR
Role Type: Individual Contributor (IC)
About DTDC Raftaar
DTDC is one of India's leading logistics companies with a nationwide network and decades of operational expertise.
DTDC Raftaar is DTDC's rapid commerce venture, enabling 2-hour, 4-hour and same-day delivery for leading D2C and omni-channel brands through a network of dark stores, urban warehouses, and DTDC's core backbone.
Raftaar works with high-growth brands across beauty, wellness, nutrition, pet care, electronics and B2B categories, helping them improve conversion, retention and customer experience through faster fulfillment.
Role Overview
The Key Account Manager (KAM) will own end-to-end success of assigned client accounts. This role has dual responsibility:
- Account stability & retention (delivery performance, SLAs, relationship management)
- Account growth (new cities, higher volumes, new SLAs, deeper integration)
The role requires strong coordination with Operations, Tech, Pricing and Sales, and comfort in working with senior stakeholders on the client side.
Key Responsibilities (KRAs)
- Account Ownership & Relationship Management
- Act as the single point of contact for assigned Raftaar clients
- Build strong relationships with client stakeholders (Founders, Ops Heads, E-commerce Heads, CXOs)
- Ensure smooth day-to-day operations and timely resolution of issues
- Drive high client satisfaction and long-term retention
- Service Performance & SLA Management
- Own delivery performance across cities, stores and SLAs
- Track and report key metrics: SLA %, TAT, cancellations, returns, order success rate
- Work closely with Operations to resolve service gaps and prevent repeat issues
- Lead regular performance reviews (weekly/monthly) with clients
- Account Growth & Expansion
- Identify growth opportunities within existing accounts:
Expansion to new cities or states
Introduction of faster SLAs (e.g., 2-hour)
Higher volume commitments or new categories
- Work with Pricing & Solutions teams to design commercials for expansions
- Drive upsell and cross-sell while maintaining healthy unit economics
- Cross-Functional Coordination
- Coordinate with Ops, Tech and Store teams to onboard new cities or SKUs
- Support client tech integrations, new workflows and operational changes
- Ensure clean handover from Sales post-closure and structured onboarding
- Commercials & Governance
- Track account-level revenue, margins and billing accuracy
- Support contract renewals, amendments and commercial discussions
- Ensure alignment between promised service levels and actual delivery capability
Must-Have
- 37 years of experience in Key Account Management / Client Success / Enterprise Operations
- Prior exposure to logistics, e-commerce, 3PL, Q-commerce or fulfillment businesses
- Strong stakeholder management skills with ability to engage senior client leaders
- Comfort with data, metrics and performance tracking
- Ability to balance client advocacy with internal operational realities
Good-to-Have
- Experience managing D2C or omni-channel brand accounts
- Exposure to rapid commerce, same-day delivery or hyperlocal models
- Prior role at companies like Shadowfax, Delhivery, XpressBees, WareIQ, Shiprocket, Zepto, Blinkit, Swiggy Instamart
- Understanding of unit economics and pricing structures in logistics
What Success Looks Like in This Role
- Accounts run with consistently high SLA and low escalations
- Strong client trust and long-term retention
- Revenue and volume growth from existing accounts through expansions
- Smooth launches of new cities and SLAs with minimal disruption
Why This Role Matters
In rapid commerce, retention and expansion are inseparable.
This role ensures Raftaar doesn't just win accountsbut keeps, grows and compounds them.
