Delhivery - Senior Manager - Client Experience

Roles and Responsibilities

- Monitoring and driving key performance metrics i.e. Delivery TAT, Pick up Performance

- Initiating and leading a team that supports client requirements

- Building and Maintaining an appropriate network of key contacts for each client

- Engagement in reconciliation/Payments/DSO

- Handling customer escalations-preparing RCA and providing the solution

- Monitoring day to day operations

- Resolving clients daily operational issues within the given SLAs

- Analyzing key lanes performance of first & last mile operation

- Monitoring speed of delivery, volume & root cause of fluctuation

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

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

- Sharing inputs over network expansion considering competitor presence & their strategy

Required skills

- Excellent communication skills

- Strong Analytical Skills with proficiency in MS office especially Excel and Powerpoint

- Fact based and responsive decision making

- Ability to create, establish and maintain strong business relationships with clients

- Tenacity to work in a high-growth and fast paced environment

- Efficient in time management with multitasking skills