Delhivery - Manager - Client Experience

Key Responsibilities:

1. Connect and maintain relationship with Manager/GM/CXO of all B2B/B2C Clients

2. Grow SOW of existing accounts

3. Head Customer service for all business accounts mapped to associates reporting to manager.

4. Facilitate goal level creation for the broader functions & working with the Associates to ensure the goal properly cascaded to the team members

5. Conducting & evaluating quarterly NPS (Net Promoter Score)

6. Regular business review with the accounts and focusing on value growth areas for the Business.

7. Interact with client, understand their pain points, and deliver customized solutions Team

8. Handling customer escalations-preparing RCA and providing the solution

9. Monitoring day to day operations and review with associates for all promised dates breached shipments and resolving the issues.

10. Resolving clients daily escalated operational issues within the given SLAs

11. Analysing key lanes performance of first & last mile operation

12. Monitoring speed of delivery, volume & root cause of fluctuation

13. Collaborate with internal stakeholders to maintain and increase performance of client accounts

14. Designing SOP, mapping and freezing requirements and providing best solutions to the business

Responsibilities:

1. Manage and groom a 6 plus member team to ensure the KRA are met for entire team.

2. People and performance Management

3. Handle logistics escalations and work upon solutions

4. Handle Seller escalations with focus on permanent solution to issues highlighted

5. Coordinate with various stakeholders for prompt shipment deliveries

Skills/Qualifications

1. Excellent Communication skills

2. Experience in Customer Service Management

3. Data Analytics

4. Experience in People Management

5. Proficiency in MS Excel, PowerPoint

6. Candidate with knowledge on SQL, Tableau technologies would be preferred