NinjaVan sedang merekrut seorang
Regional Client Retention Senior Associate, Cross Border
Loker ini dibuat lebih dari 2 bulan yang lalu
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.
This role sits in Retention team within Sales Operations, as part of the team incumbent will be responsible for retention which includes but not limited to;
a. Account management covering operational escalations & commercial enquiries
b. Onboarding existing shipper onto new service; guiding & walking through SOPs
c. Develop & lead account management plan translating into revenue growth
d. Performance monitoring;
The incumbent is expected to have a client-facing demeanor, can-do attitude and takes initiative and demonstrates flexibility to address all types of shipper issues. We prize team-first mentality, accountability to shippers and tenacity to solve difficult issues to retain shippers amidst a very competitive landscape.
Responsibilities
- Synthesize MBR data and conduct monthly business reviews with key accounts to provide insights on operational / commercial metrics
- Take ownership of and manage relationships with high volume (existing) key accounts to ensure commercial and operational success
- Provide excellent client service to partners, primarily by engaging with internal and external stakeholders and using qualitative and quantitative data to identify, troubleshoot, and address issues affecting performance
- Lead the development and implementation of account management plan(s), including overall account strategy, relationships building, performance monitoring, and mining growth opportunities for key accounts
- Be the voice to key accounts and provide constructive feedback to commercial / solutions / operations excellence team to drive strategic growth of new opportunities
- Ensure maximum value extraction from existing accounts, to expand scope of opportunities to new lanes and services
- Account-manage XB B2C shippers on daily operations (smooth handover of parcels, SLA monitoring, compensations, remittance, billings)
- Communicate independently with XB Country Ops, XB Opex & Country XB Key Account Managers, on shipper operational escalations(shipper info changes, SLA lapses)
- Drive & Own resolution of all portfolio’s shipper operational escalations
- Onboarding new XB (non China) shippers, (includes training of shippers’ ops team, update to respective countries, full info collection)
- Monitor first shipment closely to ensure SOPs are internalized by Shipper and make corrections where necessary
- Guide & Provide SOPs to client for Standard API integration which includes following up with tech (if necessary) and explain step-by-step on API sandbox testing process
- Maintain and update CRM and Internal shipper related database to ensure data hygiene and visibility for internal stakeholders
- Liaise with and support account managers to ensure SOP adherence of shipper post onboarding
Requirements
- 1 – 3 years of account managing experience
- Bachelor’s degree in any field
- Ability to converse with and influence senior stakeholders in client organizations
- Confident and effective communication skills, both written and oral
- Working knowledge of MS Word, PowerPoint, Excel
- Exposure to working across geographies, teams and individuals
Submit a job application
By applying to the job, you acknowledge that you have read, understood and agreed to our Privacy Policy Notice (the “Notice”) and consent to the collection, use and/or disclosure of your personal data by Ninja Logistics Pte Ltd (the “Company”) for the purposes set out in the Notice. In the event that your job application or personal data was received from any third party pursuant to the purposes set out in the Notice, you warrant that such third party has been duly authorised by you to disclose your personal data to us for the purposes set out in the the Notice.
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