Key Account Management Assistant Manager

Ninja Van

Singapore
Permanent
Full-time

1 month ago

Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.The Account Management Assistant Manager is responsible for leading a team of Account Management Associates and Customer Success Executives in executing retention strategies, handling client communications, and managing accounts effectively. He/She will be responsible for their assigned area's volume and revenue targets, driving upselling and cross-selling strategies and ensuring the success of accounts within the assigned territory. This role requires a blend of customer-centric thinking, and managerial skills to negotiate win-win situations between clients and internal stakeholders.Responsibilities

Driving retention strategy
Design and implement strategies to retain customers, analysing data to understand behaviors, preferences, and churn patterns
Use analytics tools to monitor retention metrics, conduct cohort analysis, and derive insights to optimise retention strategies
Proactively monitor operations performances and implement preventive measures to meet clients' service expectations
Supporting the associates in shippers' business reviews to shape client's perception when it comes to operations performances, gather clients' feedback and concerns before translating to operations performance
Ensuring fast response and quick resolutions to shippers issues, along with creative solutions to value add to clients' business needs beyond just last mile service provision.

Increase wallet share and revenue
Identify opportunities through client development plans and implementing strategies to achieve higher wallet share and increase revenue
Lead commercial negotiations with key accounts to ensure continual services with Ninja Van
Understanding shippers' needs and developing strategies and new initiatives to increase revenue

Stakeholder management
Collaborate with operations team to ensure seamless operation flow for shippers and explore new services
Prepare/present to leadership on area retention metrics - volume and revenue forecasts, trends, and performance against targets
Collaborate with shipper support to align retention initiatives with broader organisational strategies

People development
Coach and develop team members to be better account managers. Identify skill gaps and provide them the right tools and skills to function effectively and efficiently
Educating and equipping the team with adequate knowledge and tools to keep shippers happy with Ninja Van.
Improve team's efficiencies and productivity to provide best in class service to shippers

Requirements

At least 4 years of account management experience, preferably in the logistics or eCommerce industry
Proficiency in data analysis, using tools to interpret data, and make data-driven decisions
Deep understanding of customer behavior, needs, and preferences, with a focus on delivering exceptional customer experiences
Strong communication and internal stakeholder management skills
Good team player with the ability to interact with all levels
Self-motivated, proactive and results-oriented
Proficiency in Microsoft Office suite

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