Role Summary
DTDC is seeking a highly strategic and experienced National Head of Customer Relationship Management (CRM) to lead and define the national CRM vision. This role is pivotal in transforming CRM from a reactive support function into a proactive engine for customer-centric growth, retention, and maximized lifetime value across India.
Core Accountabilities
The National Head of CRM is the single-point owner responsible for the end-to-end customer relationship strategy across B2C, Enterprise, and Strategic Accounts. Key accountabilities include:
- Revenue Growth: Driving recurring revenue and expanding Share of Wallet (SOW).
- Customer Experience: Ensuring service excellence and building trust-based CXO-level relationships.
- Service Governance: Implementing stringent, data-driven controls over service quality.
- Orchestration: Serving as the essential bridge between Customers, Operations, Command Center, Technology, and Commercial Teams.
Key Responsibilities
1. Strategic Growth & Share of Wallet (SOW)
- Maximize SOW within the existing customer base through strategic upsell (Air, Surface, NDD, COD, Reverse) and geographic lane expansion.
- Instigate and manage structured account plans and Quarterly Business Reviews (QBRs) to ensure consistent recurring revenue growth.
- Collaborate with Sales and Pricing teams to establish competitive yet commercially profitable service structures.
2. Customer Retention & Relationship Leadership
- Act as the final escalation authority for the most critical Enterprise and Strategic B2C accounts.
- Develop and execute proactive churn prevention strategies utilizing early-warning signals derived from data (e.g., volume drops, TAT breaches, complaint spikes).
- Cultivate deep, long-term, and trust-based relationships with key decision-makers (CXOs, Operations Heads, and Supply Chain Leaders).
3. Data-Driven Service Governance (Proactive CRM)
- Shift the CRM focus from reactive, shipment-level issue resolution (firefighting) to data-led, pattern-based strategic network interventions.
- Define, monitor, and enforce critical customer-level KPIs, including:
Pickup adherence rates
First attempt delivery percentage
EDD / TAT compliance
NDR & RTO percentages
Scan quality/integrity
- Leverage advanced dashboards and analytics to predict potential service risk and proactively implement network corrections.
4. Complaint & Escalation Strategy (Governance)
- Own the overarching complaint strategy and governance framework; execution remains with Resolution teams.
- Establish clear Service Level Agreement (SLA) adherence, escalation matrices, and closure quality benchmarks.
- Systematically translate insights gathered from complaint data into tangible process, technology, or policy enhancements.
5. Cross-Functional and Technology Influence
- Act as the primary liaison connecting Customers with internal functions: Operations, Technology, Product, Finance, and Sales.
- Strategically influence the development roadmap for critical customer-facing tech initiatives, including:
- Tracking and visibility enhancements.
- Proactive communication channels (WhatsApp, IVR, notifications).
- Customer-facing dashboards and APIs.
- Represent the CRM function in leadership forums with a decisive, business-first mindset.
6. Team Leadership & Organizational Capability
- Lead, mentor, and empower a pan-India CRM organization (Regional CRM Heads, Key Account Managers).
- Define and enforce clear Key Result Areas (KRAs), Key Performance Indicators (KPIs), and performance scorecards.
- Instill a culture of extreme ownership, high data literacy, and unwavering customer advocacy.
Ideal Candidate Profile
- Experience: 1218+ years of professional experience, ideally in Logistics, E-commerce, Supply Chain, or Express Distribution sectors.
- Domain Expertise: Proven track record in managing both B2C and large-scale Enterprise accounts.
- Network Management: Demonstrated capability in overseeing large, complex network operations (franchise or hub-and-spoke models preferred).
- Skills: Exceptional executive communication and complex stakeholder management proficiency.
- Mindset: Strong analytical foundation with high comfort level in utilizing dashboards, KPIs, and data-led decisioning.
- Preferred: Experience working with Command Centers / Control Towers is a significant advantage.
