Associate Director - Client Experience - Retention & Growth Team
- Compensation
- Not disclosed
- Location
- Bangalore
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 7+ years
- Category
- Not specified
- Posted
Skills
Nice to have
- i. Education MBA / PGDM from a reputed institution
- ii. Certifications PMP, Six Sigma or equivalent project management certifications
- iii. Sector Exposure Prior experience in D2C brand servicing, 3PL, or e-commerce fulfilment
- WHY THIS ROLE :
- - Direct ownership of operations for 400+ of India's fastest-growing D2C brands
- - A seat at the table where retention strategy is built, not just executed
- - A culture where AI curiosity is celebrated, encouraged and rewarded
- - Work that blends technology, empathy and operational excellence every day
- - Rapid growth trajectory within a high-accountability function
Full description
Job Title : Associate Director
Location : Bangalore (Pan-India Travel as Required)
Experience : 7-12 Years
Qualification : Graduate or Equivalent (MBA Preferred, Not Mandatory)
Industry : Logistics / Supply Chain / E-Commerce
Team Managed : Control Tower Analysts, Pendency Executives, Project Coordinators
Reporting To : Sr. Director Head, CX & Client Retention
Department : Retention & Growth
ABOUT THE ROLE :
This is a high-impact senior leadership role embedded in the Retention & Growth function of one of India's leading logistics companies. The Associate Director will own the nerve centre of client operations the Control Tower while simultaneously driving pendency resolution and leading strategic projects that directly influence the retention and growth of 400+ D2C brands across North, South and West India.
We are looking for a passionate problem identifier and solver someone who is customer-experience obsessed, AI-forward in their approach, and has a proven ability to translate operational complexity into clear, actionable outcomes.
KEY RESPONSIBILITIES :
Control Tower Operations:
i. Own end-to-end real-time visibility of order flows across 400+ D2C brands North, South and West zones
ii. Drive and manage SLAs; identify deviations and trigger interventions before they escalate
iii. Design exception management protocols for stuck, delayed or at-risk shipments
iv. Establish proactive alert systems and escalation matrices across ops, tech and account management teams
v. Ensure zero blind spots in daily operations no fire goes unnoticed on your watch
Pendency Management:
i. Drive systematic identification, ownership and resolution of all order pendencies across client portfolios
ii. Set up pendency review cadences with cross-functional teams including ops, warehousing, last-mile and tech
iii. Own TAT reduction targets; track, report and present pendency metrics to senior leadership weekly
iv. Design root-cause frameworks and ensure corrective actions are implemented with accountability
v. Build a culture of pendency-zero thinking within the team
Strategic Projects & Initiatives:
i. Lead and deliver high-priority projects within the Retention & Growth charter from ideation to closure
ii. Projects may include: client health frameworks, onboarding experience redesign, SLA improvement programs, automation of control tower workflows, and CX transformation initiatives