Executive - CRM

DTDC Express Limited; Faridabad District; On-site; INR 600,000 - 1,100,000; Full time

Job summary

DTDC Express Limited is seeking an energetic Executive – CRM (B2C) to manage end-to-end retail customer engagement, lifecycle communications, and retention strategies. You will optimize B2C express parcel journeys and run automated lifecycle campaigns across Email, WhatsApp, SMS, and app notifications.

The role focuses on lifecycle marketing, customer escalation handling, app/channel support, and CRM data reporting.

Qualifications

• Bachelor's degree in business, marketing, communications or related field.
• 2–6 years of CRM, lifecycle marketing or B2C support in relevant sectors.
• Hands-on experience with CRM platforms and messaging tools.
• Strong data analysis and reporting skills using Excel/Sheets.

Responsibilities

• Plan and deploy B2C retention, win-back, and loyalty campaigns across channels.
• Handle end-to-end customer engagement and query resolution for retail customers.
• Monitor SLA adherence and drive first-contact resolution targets.
• Track app/web behavior to improve booking conversions and gather feedback.
• Maintain clean CRM logs and produce weekly/monthly analytics reports.

Skills

CRM & lifecycle marketing

Customer communication

English and local language

Education

Bachelor's degree in Business Administration, Marketing, Communications, Commerce, or related field

Tools

Salesforce

LeadSquared

CleverTap

MoEngage

Zoho CRM

WhatsApp Business API

Email automation platforms

MS Excel / Google Sheets

Job description

3 - 6 Years

DTDC Payroll

Job Description

Job Description

Executive – CRM (B2C)

Department: Customer Relationship Management

Location: [Gurgaon]

Employment Type: Full-Time

We are seeking an energetic and customer-centric Executive – CRM (B2C) to manage end-to-end retail customer engagement, lifecycle communications, query resolution, and retention strategies. The ideal candidate will be responsible for handling individual consumer inquiries, optimizing B2C express parcel journeys, and executing automated lifecycle campaigns across digital channels (Email, SMS, WhatsApp, and App notifications).

1. Lifecycle Marketing & Campaign Execution

Plan and deploy B2C retention, win-back, and loyalty campaigns across Email, WhatsApp, SMS, and Push Notifications via CRM tools.

Segment retail customers based on shipping frequency, regional footprint, spending tiers, and service usage (Express Parcel, AirMax, International Shipping).

Run A/B testing on subject lines, message timing, and call-to-actions (CTAs) to maximize open, click-through, and re-booking rates.

2. Customer Relationship & Escalation Management

Serve as the primary point of contact for B2C escalation handling regarding shipment tracking, delays, lost packages, or doorstep pick-up updates.

Monitor adherence to Service Level Agreements (SLAs) for retail customer queries and ensure First-Contact Resolution (FCR) targets are met.

Coordinate closely with ground operations, hub teams, and channel partners to resolve customer pain points efficiently.

3. B2C App & Channel Support

Track app/web user behavior on the MyDTDC app to optimize booking conversions and reduce drop-offs.

Gather customer feedback through Net Promoter Score (NPS) surveys and CSAT reviews to identify recurring operational bottlenecks.

4. CRM System & Reporting

Maintain clean and updated customer database logs in the CRM platform.

Generate weekly and monthly analytics reports tracking B2C booking trends, customer churn rates, query volumes, and channel delivery success metrics.

Candidate Profile & Requirements

Educational Qualification: Bachelor’s degree in Business Administration, Marketing, Communications, Commerce, or a related field.

Experience:2–6 years of experience in CRM, Customer Lifecycle Marketing, or B2C Support within Logistics, E-commerce, D2C, or Retail services.

Technical Skills:

Hands-on experience with CRM platforms (e.g., Salesforce, LeadSquared, CleverTap, MoEngage, or Zoho CRM).

Familiarity with WhatsApp Business API and email automation platforms.

Proficiency in MS Excel / Google Sheets for data analysis and reporting.

Soft Skills:

Strong written and verbal communication skills in English and the local language.

High empathy with problem-solving skills under fast-paced operational environments.

Key Performance Indicators (KPIs)

Customer Satisfaction Score (CSAT) & Net Promoter Score (NPS).

SLA Compliance Rate for B2C query resolution (Target: >95%).

Campaign open/click rates and repeat booking conversion rates.

Escalation resolution turnaround time (TAT).