Head – Inside Sales and SME Business, HQC Full Time

Head – Inside Sales and SME Business

Function

Sales

Reports To

Chief Commercial Officer

Location

Head Office

Travel Required

25% þ 50% ☐ 75% ☐

About DHL Blue Dart Express India:

Blue Dart Express Limited, a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.

Blue Dart Express Limited is a part of the DHL Group’s DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour.

If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong. Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.

Position Overview:

The Head – Inside Sales & SME Business will lead Blue Dart’s national SME acquisition, inside sales, and digitally enabled commercial growth agenda. Reporting to the Chief Commercial Officer, this role will be responsible for building scalable SME acquisition engines, strengthening customer retention, driving digital-first sales transformation, and institutionalizing a high-performance inside sales ecosystem aligned to enterprise growth strategy. The role will anchor Blue Dart’s SME business expansion through customer-centric sales strategies, data-driven commercial governance, digital enablement, and cross-functional execution excellence.

Job Purpose:

To build and scale a sustainable, digitally enabled SME and inside sales ecosystem that drives profitable revenue growth, customer acquisition, retention, and operational efficiency while strengthening Blue Dart’s market penetration across emerging and growth SME segments.

Key Roles & Responsibilities:

SME Growth Strategy & Market Expansion

• Develop and execute national SME growth strategy aligned to enterprise commercial objectives.
• Drive SME penetration across priority industries, emerging markets, and high-growth customer segments.
• Identify new business opportunities, partnerships, and ecosystem alliances to accelerate SME acquisition.
• Strengthen Blue Dart’s positioning within digitally enabled SME logistics solutions.
• Drive focused acquisition strategies across SMEs, start-ups, D2C brands, and digitally enabled businesses.

Inside Sales Leadership & Commercial Governance

• Lead and scale a high-performing national inside sales organization.
• Institutionalize structured governance across lead management, pipeline conversion, account management, and sales productivity.
• Drive disciplined sales review mechanisms covering conversion ratios, acquisition costs, retention metrics, and revenue realization.
• Establish strong performance management and accountability frameworks across inside sales teams.
• Ensure sales governance frameworks align with enterprise commercial objectives and profitability expectations.

Revenue Growth & Customer Retention

• Drive acquisition, retention, cross-sell, and upsell strategies across SME customer segments.
• Improve customer lifetime value through proactive engagement and tailored logistics solutions.
• Enhance wallet share from existing SME accounts through structured account development initiatives.
• Ensure strong alignment between commercial growth and profitability objectives.
• Develop differentiated customer engagement models to improve retention and long-term customer relationships.

Digital Sales Transformation & Automation

• Lead digital-first SME acquisition initiatives and self-service customer onboarding models.
• Drive adoption of CRM, automation, AI-led lead management, and digital engagement tools.
• Improve sales productivity through technology-enabled workflows and analytics-driven decision-making.
• Collaborate with Digital and IT teams to enhance customer experience across digital touchpoints.
• Support automation initiatives that simplify customer onboarding and improve sales cycle efficiency.

Sales Process Excellence & Analytics

• Optimize end-to-end inside sales processes from lead generation to onboarding and revenue conversion.
• Institutionalize sales dashboards and real-time performance visibility across SME channels.
• Use analytics to identify growth opportunities, customer trends, and productivity improvement areas.
• Drive continuous process simplification and operational efficiency within inside sales operations.
• Ensure CRM systems are effectively integrated with sales operations for performance visibility and governance.

Cross-Functional Collaboration

• Partner with Operations, Customer Service, Finance, Digital, and Marketing teams to ensure seamless customer experience and delivery capability alignment.
• Collaborate on customer onboarding, last-mile service integration, and issue resolution frameworks.
• Support enterprise initiatives linked to SME product enhancement and service innovation.
• Ensure sales commitments align with operational capabilities and service delivery standards.

Talent & Capability Development

• Build strong inside sales leadership bench strength and succession pipeline.
• Drive capability building across digital sales, customer engagement, and consultative selling.
• Foster a culture of accountability, customer-centricity, collaboration, and continuous improvement.
• Mentor and develop future-ready commercial talent within the inside sales organization.

Partnerships & Ecosystem Development

• Build strategic partnerships with affiliates, digital platforms, marketplaces, and ecosystem players to expand SME reach.
• Identify opportunities for co-branded growth initiatives and commercial collaborations.
• Strengthen ecosystem-led acquisition models to support scalable SME growth.
• Explore strategic alliances to enhance Blue Dart’s visibility and penetration within emerging SME sectors.

Qualifications & Experience:

Education:

• MBA / Postgraduate degree in Sales, Business Management, Marketing, or related discipline preferred.

Experience:

• 20+ years of experience in inside sales, SME business development, digital acquisition, or commercial growth leadership.
• Strong experience in logistics, express distribution, eCommerce, SaaS, fintech, or digitally enabled B2B ecosystems preferred.
• Proven track record in building scalable inside sales and SME acquisition models.
• Experience leading large inside sales and customer acquisition teams at national scale.
• Demonstrated success in driving revenue growth, customer retention, and digital sales transformation initiatives.

Skills & Capabilities:

Technical Skills:

• SME Business Development
• Inside Sales Leadership
• CRM & Sales Automation Platforms
• Digital Customer Acquisition
• Revenue Growth & Retention Strategy
• Sales Analytics & Commercial Governance
• Customer Lifecycle Management
• Data-Driven Sales Optimization
• Commercial Planning & Forecasting

Key Competencies:

• Strategic Commercial Leadership
• Customer-Centric Mindset
• Data-Driven Descision Making
• Cross-Functional Collaboration
• Team Leadership & Capability Building
• Innovation & Continuous Improvement
• Execution Discipline
• Stakeholder Management & Influencing Skills

Key Performance Indicators:

KRAs

KPIs

Revenue Growth

SME revenue growth and contribution

Customer Acquisition

New SME customer acquisition numbers

Customer Retention

SME retention and repeat business rates

Sales Productivity

Lead conversion %, pipeline efficiency

Digital Adoption

% onboarding through digital/self-service channels

Customer Experience

SME NPS and complaint resolution metrics

Commercial Governance

CRM adoption and sales process adherence

Team Effectiveness

Productivity and capability development metrics

Why join DHL Blue Dart?

When you join us, you’re not just taking a job—you’re becoming part of a purpose-led movement that’s reshaping the future of logistics across India and the world. At Blue Dart, we don’t just deliver parcels—we deliver excellence, innovation, and opportunity every day.

Here’s what makes us stand out:

• Great Place to Work® Certified—a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
• Competitive pay and performance-linked rewards that truly recognize your impact.
• Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.
• Best-in-class benefits—from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
• A culture that celebrates diversity, innovation, and bold thinking—where your voice is heard and your contributions matter.
• Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
• The pride of working with India’s most awarded logistics brand, trusted by millions and driven by purpose.

This is your chance to do meaningful work, build a career without borders, and thrive in a company that’s not just a logistics leader—but a Great Place to Work. Come grow with us.

Disclaimer:

At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB).

Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized.

Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to bdjobs@bluedart.com.