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
- 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.
- 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).
- 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.
- 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.
- 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.
- 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.
