Manager - Customer Experience - Logistics - SCO

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. 
• Analytical skills (KPIs/ dashboards/ reviews) 
• Strong communication (as the liaison between the customer and DPW) including listening/ patience 
• Influencing skills  
• 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