Job Description

DTDC Express Ltd is looking for a Experienced Graduate candidate for the Role of Team Lead -CRM in Goregaon (E) location. To know more click on the below links - https://www.dtdc.in/index.asp Job Description: Location: Mumbai (Goregaon E) Working Days: Monday - Saturday Time: 9:30AM - 6:00PM Role: Team Lead CRM Overview: We are seeking an Team Lead CRM to join our dynamic department in the logistics division of our CRM department. The ideal candidate will be responsible for managing/leading the entire CRM Team including of 10-12 members and enhancing relationships with our key customers, ensuring their satisfaction with our logistics services, and addressing any concerns or issues they may have. This role requires strong team leading skills communication skills, attention to detail, and a customer-centric approach. Role & responsibilities Monitoring Revenue Growth, month on month for every customer 100% Retention & Up-gradation of the Category (B2B & B2C) Customer Satisfaction MBR/ QBR (KPI) Documentation, MIS followed by managing escalations cases Driving the Team to ensure to maintain on-time response to customers with 95% and above performance level from CRM Keep a tab on Down / Non-trading customers for incremental BIZ Support to the Sales team to achieve Regional Targets Team Handling(10-12 team members) / Escalations Preferred candidate profile Experience in the Courier industry Desirable. CRM Background / Customer interaction Having experience of handling team Graduates with 4 to 10 years of experience in the Courier/service industry in customer relations.