Agm - customer experience - logistics

DP World · Bangalore, India

1. CX Strategy Execution & BU Alignment Translate enterprise CX strategy into BU-level execution plans and priorities. Partner with Sales, Operations, and Service teams to embed CX principles in day-to-day workflows. Drive adoption of standardized onboarding, service, and communication frameworks. Ensure consistency of customer experience across clusters and accounts.

2. Voice of Customer (Vo C) & Insights to Action Govern NPS, CSAT, and feedback mechanisms executed by CSM teams. Consolidate insights across accounts to identify recurring themes and systemic gaps. Convert customer feedback into actionable improvement charters for BUs. Track customer health trends, early warning signals, and churn risks.

3. Experience Governance & Service Excellence Define and enforce service standards for onboarding, communication, and issue resolution. Review customer escalations at a portfolio level; ensure root cause elimination (not just resolution). Drive standardization of SOPs and customer communication protocols. Identify breakdowns in planned vs. actual execution (e.g., bookings, shipment timelines) and drive corrective actions.

4. Business Impact & Performance Enablement Enable Sales and Operations teams with insights to improve: Customer retention and satisfaction Service reliability and predictability Track CX metrics alongside business KPIs (leakage, churn indicators, repeat complaints). Support initiatives that improve customer lifetime value through better experience delivery.

5. Digital & Process Improvement Drive adoption and effectiveness of customer-facing digital tools (tracking, portals, updates). Identify opportunities for automation and simplification in customer journeys. Partner with IT/Product teams to prioritize and implement CX-led enhancements.

6. Governance & Operational Rhythm Own CX dashboards and performance reviews at BU/cluster level. Run structured governance forums to review: Customer feedback trends Escalations Service gaps and action plans Ensure adherence to SLAs, TATs, and defined experience standards.

7. Capability Building & Team Leadership Lead and coach a team of 2–3 CX Managers overseeing CSM teams. Build capability in areas such as customer communication, problem-solving, and insight generation. Guide teams to move from reactive issue handling → proactive experience management . Drive cross-functional alignment on customer-centric behaviors.

8. Risk & Escalation Oversight Act as the escalation anchor for critical/high-impact customer issues. Identify reputational risks and ensure proactive mitigation. Ensure compliance with contractual SLAs and customer commitments.