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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 SummaryAs an Assistant Manager (CRM) focused on our BFSI vertical, you will be the primary custodian of DTDC’s 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 Responsibilities1. Relationship & Account ManagementAct 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 & ComplianceMonitor 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 DevelopmentAccount 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 & ExperienceEducation: Graduate/Post-graduate (MBA/PGDM in Marketing or Operations is preferred).Experience: 3–6 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 & SkillsCommunication: 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.