---
title: "Rohit Poddar - Senior Manager in Mumbai Metropolitan Region | Tal"
description: "Meet Rohit Poddar, Senior Manager – Freight & Logistics Operations | ₹50Cr+ Enterprise Portfolio | SLA & CX Transformation based in Mumbai Metropolitan Region."
image: "https://tal.club/meet/rohit-73/share-image"
---

# Rohit Poddar on Tal

## Headline

Senior Manager – Freight & Logistics Operations \| ₹50Cr\+ Enterprise Portfolio \| SLA & CX Transformation

## About

I lead business operations and client experience at scale — currently managing a ₹50Cr\+/month enterprise portfolio across 100\+ clients at Delhivery, India's largest logistics network\. My work is about one thing: turning high\-variance operations into predictable, scalable systems\. Where performance is consistent, escalation is controlled, and client experience is measurable\. Over 10 years, I've built operating models and governance frameworks that deliver results — >96% on\-time SLA, \+30 NPS improvement, 33% TAT reduction, and \~12% cost optimisation — without expanding team size\. I move teams from reactive firefighting to proactive, data\-driven execution\. And I work closely with cross\-functional leadership to ensure business goals are consistently reflected in delivery — on capacity planning, prioritisation, and service strategy\. What I bring: ▸ Enterprise\-scale operations ownership \(₹50Cr\+ \| 100\+ clients\) ▸ SLA strategy, program leadership & OLA governance ▸ CX transformation — NPS, CSAT & retention impact ▸ Escalation governance & structured performance systems ▸ Data\-driven decision influence at senior stakeholder level

## Location

Mumbai Metropolitan Region

## Work experience

Senior Manager at Delhivery, Apr 2026 \- Present · 4 mos, Mumbai, Maharashtra, India, Leading strategic client servicing and customer experience initiatives for key enterprise accounts, ensuring seamless transportation and supply chain operations while driving customer satisfaction and business growth\. Key Responsibilities: • Manage and strengthen relationships with strategic clients, acting as the primary escalation point for operational and service\-related concerns\. • Lead a team of Client Service Managers and Customer Success professionals to deliver superior customer experience and achieve service excellence\. • Drive end\-to\-end account management, including service reviews, performance governance, SLA adherence, and continuous improvement initiatives\. • Collaborate with Operations, Linehaul, Fleet, Planning, and Product teams to ensure timely vehicle placements, shipment visibility, and issue resolution\. • Develop and implement customer retention and growth strategies, identifying opportunities for account expansion and value creation\. • Monitor key performance indicators \(KPIs\), analyze operational trends, and drive corrective actions to improve service quality and efficiency\. • Manage critical escalations, ensuring swift resolution while maintaining strong stakeholder confidence and satisfaction\. • Establish governance frameworks, escalation matrices, and communication protocols to enhance operational transparency and customer engagement\. • Support business development initiatives through solution design, client presentations, and strategic account planning\. Key Focus Areas: Client Relationship Management \| Customer Experience \| Strategic Account Management \| Supply Chain Operations \| Stakeholder Management \| Team Leadership \| Escalation Management \| Service Delivery Excellence \| Process Improvement \| Logistics & Transportation

Manager \- Client servicing at Delhivery, Aug 2022 \- Mar 2026 · 3 yrs 8 mos, Mumbai, Maharashtra, India, \- Own business operations and CX delivery for 119 enterprise clients, managing a ₹46–50Cr/month portfolio\. \- Define and drive SLA governance strategy, consistently delivering >96% on\-time performance\. \- Improved NPS by 30\+ points and CSAT by \~20%, strengthening retention and client stability\. \- Reduced turnaround time by 33% \(36 hrs → 24 hrs\) through workflow and coordination improvements\. \- Built escalation governance frameworks, reducing escalations by \~25% and improving resolution timelines\. \- Designed a CX operating model \(extended coverage \+ rostering\) to reduce reactive issue handling\. \- Lead MBR/QBR reviews, influencing decisions on capacity planning and service strategy\. \- Delivered \~12% cost optimization without increasing team size\. \- Lead and develop a team of 11, improving accountability and execution consistency\.

Manager\-City Head\-Sales\-FTL Business at Delhivery, Apr 2021 \- Jul 2022 · 1 yr 4 mos, Mumbai, Maharashtra, India, \- Led city\-level FTL business operations for Mumbai and Ahmedabad, with ownership of commercial performance, operational execution, and P&L oversight\. \- Managed and mentored associates and senior associates, driving performance discipline and execution consistency across cities\. \- Worked closely with large transport partners including DHL, Express Roadways, and V\-Trans, ensuring network stability, capacity availability, and service continuity\. \- Partnered with credit control and finance teams to manage payment cycles and recoveries, improving cash flow efficiency\. \- Collaborated with senior stakeholders on city\-level go\-to\-market planning, capacity expansion, and network scaling initiatives\. \- Built a strong commercial and operational foundation that enabled progression into enterprise client experience and service delivery leadership\.

Manager\- Corporate Sales at OYO, Aug 2018 \- Apr 2021 · 2 yrs 9 mos, Mumbai, Maharashtra, India, \* B2B Account Management & Client Engagement \- Managed corporate B2B accounts, working closely with channel partners to understand client accommodation requirements and recommend tailored stay solutions\. \- Acted as the primary point of contact for corporate clients, ensuring smooth onboarding, requirement alignment, and ongoing account support\. \- Built long\-term client relationships through consultative engagement and consistent service delivery\. \* Team Leadership & Execution \- Led and mentored a team of 3 executives, driving execution discipline, pipeline hygiene, and performance tracking\. \- Ensured adherence to defined processes and supported team members in meeting business objectives\. \* Commercial Process & Market Intelligence \- Owned the end\-to\-end commercial lifecycle for assigned accounts, including qualification, solution alignment, closure, and account continuity\. \- Conducted market research and competitor analysis to identify demand patterns and support informed decision\-making\. \- Leveraged data mining and market insights to strengthen account planning and improve outreach effectiveness\.

Assistant Manager at Bajaj Electricals Ltd, May 2016 \- Jul 2018 · 2 yrs 3 mos, \* Managing Distributor Network to ensure proper distribution throughout 3 districts \*Ensuring Proper penetration of the brand in the market \*Keeping track of competition brand activities and improvising marketing and sales tactics in the given territory \*Proper Area demarcation of Distributor \*Ensuring Range and race selling throughout the territory \*Expansion of reach and network \*Conducting BTL activities to ensure more awareness and penetration at the ground level\.

Summer Intern at Exide Industries Limited, Apr 2015 \- Jun 2015 · 3 mos, Kolkata, West Bengal, India, To meet the Retailers and distributors, Lead Generation, Understanding the automotive battery market of West Bengal and the challenges of the trade, converting leads into getting business for Kolkata Branch

## Education

Master of Business Administration \(M\.B\.A\.\), Marketing, Balaji Institute of Management and Human Resource Development

Bachelor of Commerce \- BCom, Accounting and Finance, University of Calcutta

[View the original profile](https://tal.club/meet/rohit-73)

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