Executive - CRM

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).

• 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.

• 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.

• 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.

• 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.

• Educational Qualification: Bachelors degree in Business Administration, Marketing, Communications, Commerce, or a related field.

• Experience: 26 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.

  • Strong cross-departmental collaboration abilities.

• 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).