Manager - Customer Experience - Logistics - SCO

DP World; India; On-site; INR 2,500,000 - 3,800,000; Full time

Job summary

DP World in India is seeking a seasoned Manager - Customer Experience in Logistics to lead key account care and drive service excellence across the SCO region.

You will collaborate with internal teams to optimize processes, resolve issues quickly, monitor KPIs, and build strong client relationships that translate into higher customer satisfaction and sustainable revenue growth.

A strategic leader with a proven track record in logistics is essential.

Qualifications

• Understanding customer needs and expectations.
• Proven experience in customer-facing roles (customer success, account management, or client services).
• Basic understanding of finance – cash flow, credit, EBITDA, PAT, ROCE etc.
• Educational qualification: Master’s in business administration.
• 8-10 years of overall experience; 6-8 years in logistics preferred.

Responsibilities

• Optimize operational processes and enhance efficiency across accounts.
• Act as liaison between clients and internal teams to resolve issues.
• Build and maintain strong relationships with key stakeholders.
• Drive revenue growth through upselling/cross-selling opportunities.
• Monitor account health with KPIs and dashboards; conduct QBR/MBR.
• Represent customer interests and advocate internally.

Skills

Customer orientation

Customer-facing experience

Strong communication

Account management

Financial knowledge

Resourcefulness

Innovative thinking

Education

Master’s in business administration

Job description

Manager - Customer Experience - Logistics - SCO

India

Job Description

Key Responsibilities:

• Operational Efficiency: Operations Account Managers aim to optimize operational processes and enhance efficiency. Collaborate with internal teams, to streamline workflows, resolve operational challenges, and ensure timely and accurate delivery of products or services.
• Communication and Collaboration: To create a cohesive and collaborative work environment effective communication and collaboration with internal teams and stakeholders are crucial for an Operations Account Manager. Aim to foster strong internal relationships, promote teamwork, and ensure smooth coordination across departments.
• Resolution and Customer Satisfaction: When challenges or issues arise, Operations Account Managers take the lead in resolving them. To act as a liaison between clients and internal teams, ensuring timely and effective resolution of problems.
• Revenue Growth: Responsible for revenue growth with the assigned key accounts. Work towards identifying opportunities for upselling and cross-selling products or services to maximize account profitability.
• Relationship Building: Building and nurturing strong relationships with key stakeholders with the key accounts is crucial. Act as the main point of contact, fostering trust and credibility with clients. Strong relationships can lead to increased customer satisfaction, loyalty, and advocacy (measured by NPS scorecard), this should lead to regular and repeat business.
• Customer Advocacy: To serve as advocates for the accounts within the organization. To represent the customer's interests, voice their feedback and concerns, and collaborate with internal teams to address any issues or challenges.
• Measuring Performance: Measuring & Monitoring Account health, through regular review meetings and engagements and monitoring account performance KPI/MIS monitoring, building dashboards and conducting QBR/MBR. Managing escalations and working across BU’s.

Qualifications and Competencies

• Customer orientation (understanding customer needs as given above)
• Proven experience in a customer-facing role, such as customer success, account management, or client services.
• Strong communication (as the liaison between the customer and DPW) including listening/ patience
• Ability to manage multiple customer accounts simultaneously, prioritizing tasks and delivering exceptional service.
• Financial knowledge (basic understanding of Finance – cash flow/ credit/ EBITDA/ PAT/ ROCE etc.)
• Resourcefulness – ability to find solutions to solve customer issues
• Innovative thinking (for out of the box solutions)
• Educational Qualification (min) Master’s in business administration
• Range/ Min no of years - of overall Experience required 8-10 years
• 6-8 years of experience in logistics industry would be preferred

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.