Assistant Manager CRM

Job Description: Assistant Manager CRM (Key Accounts)

Company: DTDC Express Limited

Role: Assistant Manager Customer Relationship Management (Key Accounts) Domain: BFSI (Banking, Financial Services, and Insurance) Location: [Samalkha , Delhi]

Role Summary

As an Assistant Manager (CRM) focused on our BFSI vertical, you will be the primary custodian of DTDCs relationship with high-value Banking and Financial Services clients. You will be responsible for ensuring seamless service delivery for high-stakes, time-sensitive shipments (such as credit cards, chequebooks, sensitive documents, and insurance policies). This role requires a balance of high-level stakeholder management, operational oversight, and aggressive revenue growth within existing accounts.

Key Responsibilities

1. Relationship & Account Management

• Act as the single point of contact (SPOC) for designated BFSI Key Accounts, maintaining strong professional relationships with the procurement, logistics, and operations teams of our clients.
• Conduct regular Service Level Agreement (SLA) review meetings with clients to discuss performance metrics, KPIs, and operational health.
• Drive client retention by proactively addressing concerns and ensuring a high Net Promoter Score (NPS) for our service delivery.

2. Operational Excellence & Compliance

• Monitor SLAs: Ensure strict adherence to committed delivery timelines, which are critical for sensitive BFSI documents.
• Escalation Handling: Act as the final escalation point for delivery issues, delays, or mis-deliveries, ensuring timely resolution to maintain client trust.
• Compliance: Ensure all logistics operations comply with banking data security and privacy regulations regarding the handling of financial documents.
• Operational Reporting: Generate and present weekly/monthly MIS reports, analyzing delivery performance, RTO (Return to Origin) trends, and volume fluctuations.

3. Revenue Growth & Business Development

• Account Mining: Identify opportunities for upselling and cross-selling premium DTDC services (e.g., Priority delivery, specialized secure handling, or supply chain solutions) to existing clients.
• Contract Management: Manage the renewal of contracts, ensuring favorable terms for both DTDC and the client while safeguarding margins.
• Market Intelligence: Stay updated on industry trends within the BFSI sector to anticipate client needs and position DTDC as a proactive partner.

Qualifications & Experience

• Education: Graduate/Post-graduate (MBA/PGDM in Marketing or Operations is preferred).
• Experience: 36 years of experience in Key Account Management or CRM, preferably within the Logistics, Supply Chain, or BFSI sectors.
• Domain Knowledge: Understanding of the BFSI ecosystem (banking operations, documentation cycles, etc.) and logistics operations (last-mile delivery, hub-and-spoke models).

Core Competencies & Skills

• Communication: Exceptional verbal and written communication skills for high-level client presentations and internal coordination.
• Analytical Ability: Proficient in MS Excel and data analysis; capable of identifying patterns in delivery data to improve performance.
• Problem-Solving: A "firefighter" mindset with the ability to remain calm and decisive under pressure.
• Negotiation: Strong interpersonal skills to manage expectations, handle contract renewals, and resolve service disputes effectively.
• Collaboration: Ability to work cross-functionally with operations, finance, and backend teams to deliver end-to-end service.