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DGM - Customer Experience - Logistics

1 month ago

Mumbai, India DP World Full time

Job purpose

Responsible for ensuring the success and satisfaction of our valued customers by building strong relationships leading to customer retention and growth. Focusing on understanding customer needs, managing expectations, and providing exceptional service throughout with support of Business Units and products offerings.


Key responsibilities

  • Understanding the customer need/ requirements
  • Breaking the need into various executable steps (including products/ solutions/ MIS)
  • Being the SPOC through the entire journey across BUs/ geographies providing updates to the customers and working across BUs to deliver seamless solutions to the customer
  • Knowledge of the customer strategic imperatives (products/ solutions/ pain points/ KPIs/ MIS) on one side and knowledge of our imperatives (products/ BUs/ people/ systems) on the other
  • Managing escalations and working across BUs to resolve customer issues.
  • Monitor customer health and satisfaction metrics, proactively identifying and addressing any potential issues or risks.
  • Building dashboards, control towers, MIS and conducting MBR/ QBRs.
  • Ensuring customer satisfaction (measured by NPS scores) leading to repeat/ incremental business.
  • Drive opportunities with customer success and satisfaction through upselling, cross-selling, and renewals.
  • Stay updated on industry trends, best practices, and competitors' offerings to provide strategic guidance and recommendations to customers.


Ideal candidate to possess:

  • Bachelor's degree in any field. MBA would be preferred.
  • 10+ years' experience in logistics industry in customer facing roles.
  • Excellent communication skills.