Job Title : CRM Ecom Leadership role (centrally) Reporting : Sales/ BD Head Experience : 10 years Location : Mumbai DTDC Express Limited is India's leading express parcel service provider. DTDC is the pioneer of the franchising concept in the industry and operates one of the largest parcel delivery networks in India. Through its strategic partnership with Europe's DPD group which is backed by Le Groupe La Poste - the French Postal organization, DTDC's global network and reach offers end-to-end solutions for parcels with diversified offerings such as Express Domestic & International, Supply Chain Solutions, 3PL, Warehousing, E-commerce, E-Fulfilment and Cross-Border Solutions. DTDC's expansive footprint spans across USA, UK, Canada, UAE, Australia, China, Singapore and major Asian countries, through its own operations, joint ventures and business associates. Job Summary : The position requires to head the CRM vertical for ECOM PAN INDIA. Design the Zonal team, their KRA KPIs, contribute to the preparation of SOP w.r.t client onboarding and retention and be responsible for complete end to end set up. - Should also be able to drive the service level performance with the cross functions like operations, IT, Sales, product etc. to make sure that the customer journey for Ecom product is enhanced, be able to do the Root cause Analysis and have monthly reviews with the Zonal team. Primary Duties and Responsibilities : 1) Responsible for overall Customer Experience /Service for the SBU 2) Driving performance and Service levels internally 3) SOP Design & Implementation for the clients 4) Process Improvement plans resulting in client satisfaction 5) Reviewing shipment life cycle 6) Cross-functional coordination for achieving client success and better SLA performance 7) Escalation management and RCA 8) Review on client SOA (Share of wallet) & retention. 9) Cross-Sell & Upsell 10) Identifying the bottlenecks and suggesting the course correction 11) Driving Product design and performance. 12) Resource mapping at an account level, largely a team management role.

Mumbai

DTDC - Leadership Role - CRM - eCommerce 

DTDC - Leadership Role - CRM - eCommerce  ,Job Description for DTDC - Leadership Role - CRM - eCommerce  in DTDC in  Mumbai for (10-14) years of experience. Apply Now!

Job Description for DTDC - Leadership Role - CRM - eCommerce  in DTDC in  Mumbai for (10-14) years of experience. Apply Now!