Zonal CRM Manager

DTDC Express Limited; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

DTDC Express Limited in Mumbai seeks a senior CRM/Customer Success leader to manage a team handling key B2B customers across the region. The role focuses on aligning relationship activities to drive sustainable growth, with accountability for end-to-end account lifecycle and regional revenue targets.

Ideal candidates bring 8–10 years in sales/customer success within B2B logistics, strong relationship-building skills, and proven ability to lead cross-functional teams to optimize customer

Qualifications

• 8-10 years experience in sales, customer success, relationship management in the B2B industry.
• Logistics industry experience would be an added advantage.
• Excellent time management and organization skills.

Responsibilities

• Align customer relationship activities to drive long-term growth at scale.
• Lead a team managing key B2B customers through strategic service processes.
• Oversee end-to-end lifecycle of the accounts.
• Drive revenue metrics with continuous customer engagements for all B2B segments.
• Monitor account performance and utilization for key metrics and mitigate churn.
• Plan and lead business reviews with key account stakeholders to maintain engagement.
• Drive and achieve revenue targets in line with established targets.
• Establish and monitor customer service performance standards.
• Voice of the customer and provide internal feedback to Product, Operations, Sales and other teams.

Skills

Organizational skills

Interpersonal skills

Self-motivated

Communication skills

Relationship building

Strategic planning

Analytical skills

MS Office

Time management

Ability to interact at all levels

Tools

MS Office

Job description

Role & 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 in the Zone 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 for all the B2B

customer segments for the Zone .

• 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.

Preferred candidate profile

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