Commercial Director

2 weeks ago


Kuala Lumpur, Malaysia AXIATA DIGITAL & ANALYTICS Full time

**What **Will **You **Do?
- Lead a team of Commercial Managers & Associates responsible for managing their respective client(s)’ e-commerce business primarily on D2C/Brand dot com channel ensuring best in class performance w r to Business growth, technological functioning of website and smooth operations
- Be the overall owner of the contracts & SOWs for all the clients in the dot com cluster and ensure 100% adherence to contractual terms across the board
- Nurture and foster relationship with senior stakeholders from all the clients and ensure 100% clients renew their contracts with ADA
- Responsible for ADA P&L for the cluster - directly influence Revenue for ADA from all the clients and indirectly influence cost incurred by ADA on clients’ operations; own the Revenue & Net Revenue Target for the cluster
- Drive Revenue for ADA - lead opportunity identification to drive upselling & cross selling of different services/solutions offered by ADA; lead negotiations per SOWs/contract renewals - and coach, mentor the commercial managers to do the same
- Lower client servicing costs for ADA - challenge/liaise with other departments to influence lowering of costs to deliver services like costs of vendors, systems, resources etc
- Coach/Mentor Commercial Managers to (i) drive/influence e-commerce growth of clients within the cluster (ii) generate business performance insights (iii) monitor business & website performance & deliver quality reporting to clients
- Act as Client advocate internally to collaborate with different service owners/departments to drive any performance improvements/SLA improvements for services offered by ADA
- Build a best in class culture within the team in accordance with ADA’s values
- Act as an escalation point for the Commercial Managers and step in to resolve any internal/external issue pertaining to the cluster, which is not getting resolved at the Commercial Manager level

**What **Skills **& **Experience **Do **You **Need?
- 6-8 years working experience in Key Account Management/Client Success/Customer Success; preferably in a brand dot com/D2C set up
- Preferred prior experience in leading a team of Account Managers
- Understanding of end to end e-commerce ecosystem for a D2C/Dot com channel like Store Management, Digital Marketing, CRM, Development, Hosting, Customer Service, Warehousing and Last Mile with expertise in Account Management/Client Success domains
- Ability to coach, mentor reportees and build a great team culture
- Exposure to different dot com enabling systems like CMS (Ex# Magento, Shopify, SFCC etc), CRM (Ex# clevertap, dotdigital etc), OMS (Ex# Anchanto, Vinculum etc), ticket management tools like JIRA/Asana etc is highly desired
- Ability to think creatively, strategically, identify and resolve problems
- Ability to work on tight deadlines
- Ability to analyse data & generate insights for performance review
- Good team player but also self-motivated and able to act on initiative
- Fluent in written and spoken English

**About ADA
ADA is a leading data and artificial intelligence (AI) company that designs and executes integrated digital, analytics, and marketing solutions. We operate in 10 markets in South and Southeast Asia and partner with leading brands to drive their data and digital maturity.

**About **the **eCommerce **Operations **Department
ADA's eCommerce Operations department focuses on delivering end-to-end eCommerce growth and excellence across all platforms and marketplaces to boost the presence of brands and businesses.



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