Role Overview:

We are looking for an experienced and strategic National Head - Customer Relationship Management (CRM) to lead customer engagement, retention, and revenue growth initiatives across the organization. The role will be responsible for strengthening customer relationships, driving service excellence, improving customer lifetime value, and ensuring a seamless customer experience across key enterprise and retail accounts. The ideal candidate should have strong experience in customer relationship management within the logistics, supply chain, or e-commerce industry, with expertise in customer retention, account growth, service governance, and cross-functional leadership.

Key Responsibilities:

- Lead the organization's CRM strategy, customer engagement, and retention initiatives across all business segments.

- B2C experience.

- Develop and execute customer growth strategies to increase Share of Wallet (SOW), customer lifetime value, and long-term account profitability.

- Build and strengthen relationships with key enterprise customers and strategic accounts.

- Drive customer satisfaction through effective service governance, proactive issue resolution, and continuous improvement initiatives.

- Conduct Quarterly Business Reviews (QBRs) and business performance discussions with key customers.

- Collaborate with Sales, Operations, Product, Finance, and Technology teams to enhance customer experience and operational efficiency.

- Develop customer segmentation, engagement, and loyalty strategies based on business needs and analytics.

- Monitor customer KPIs including SLA adherence, NPS, CSAT, retention, complaint resolution, and escalation management.

- Lead customer retention programs aimed at reducing churn and improving account expansion opportunities.

- Drive Voice of Customer (VOC) initiatives and translate customer feedback into actionable business improvements.

- Establish governance mechanisms for customer escalations, service recovery, and continuous service improvement.

- Mentor and lead high-performing CRM and Customer Success teams across regions.

Key Requirements:

- 7-15 years of experience in Customer Relationship Management, Customer Success, Enterprise Account Management, or Customer Experience.

- Strong experience in the Express Logistics, Courier, Supply Chain, Last-Mile Delivery, E-commerce, or 3PL industry.

- Proven experience managing strategic enterprise customers and key accounts.

- Demonstrated success in customer retention, account growth, revenue expansion, and Share of Wallet improvement.

- Experience conducting QBRs, executive business reviews, and stakeholder management with senior customer leadership.

- Strong understanding of customer lifecycle management, CRM processes, and customer service governance.

- Experience leading cross-functional teams and collaborating with operations, sales, product, and technology functions.

- Strong analytical and problem-solving skills with a customer-first mindset.

- Excellent communication, negotiation, and stakeholder management capabilities.

Role Details:

Role: Head - Customer Success

Industry Type: Courier / Logistics (Logistics Tech)

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success