Crm Manager

22 hours ago


Goregaon, Maharashtra, India DTDC Express Full time

Job Title : Senior Manager CRM -Key Accounts (Zonal)

Department :CRM

Location: Goregaon ,Mumbai.

Travel Required : Yes

Employment Type: Full-time

Roles and Responsibilities

  • To align Customer Relationship activities to drive long term growth Sustainability at Scale.
  • To lead a team managing Key B2B customers through strategic Service process and manage the entire lifecycle of the account
  • To lead and manage a team of CRM and CRE at Regions and to create and maintain Profitable business with high Customer satisfaction levels.
  • Onboarding and nurturing of new clients setup for success
  • Responsible to drive revenue metrics with continuous customer engagements
  • Monitor account performance and utilization for key metrics and work towards Resolution.
  • Monitor clients usage throughout their lifecycle to identify and prioritize at-risk accounts and mitigate churn
  • Plan and lead Business reviews with the Key Account stakeholders in order to maintain high levels of engagement
  • Driver higher NPS (Net Promoter Score)
  • Drive outcome conversations and build rapport with customers and their key decision-makers, as well as legal, finance, and procurement teams
  • Establishes and monitors customer service performance standards.
  • Develops processes to identify customer problems and resolve them expeditiously
  • Serve as the voice of the Customer and provide internal feedback to Product, Operations, Sales and other teams on Customer needs

  • Sharing inputs over network expansion, evaluating competitor's presence in the market & build strategies to improve

  • Responsible for P&L for Zonal CRM Team.
  • Drive & Achieve revenue targets in line with the established targets .
  • Work with senior management, cross-functional teams and other relevant stakeholders to forecast and manage the business requirements.

Qualifications / Skills required

  • Organizational skills including prioritizing, planning, assigning and controlling objectives.
  • Ability to interact at all levels in an organization with strong inter-personal skills.
  • Self-motivated with ability to work independently or as part of a team with varied backgrounds/functions/products.
  • Proven to be successful when working under pressure and tight timelines.
  • Results-oriented and places great emphasis on customer focus.
  • Relationship building
  • Industry knowledge would be preferred
  • 8-10 years experience in the fields of sales, customer success, Relationship management in the B2B industry ; Logistics industry experience will be an added advantage
  • Customer-oriented and focused
  • Strategic planning and analytical skills
  • Conflict resolution and problem-solving skills
  • Proficient in MS-Office
  • Active listener with strong verbal & written skills
  • Excellent time management and organization skills, and ability to operate under strict deadlines
  • Sharing inputs over network expansion, evaluating competitor's presence in the market & build strategies to improve
  • Responsible for P&L for Zonal CRM Team.

Drive & Achieve revenue targets in line with the established targets

Please Note : Candidates who fulfill the job description are requested to apply. Please do not apply if your profile does not match the job requirements.

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