Regional Business Development Manager
2 weeks ago
Ninja Van is a pioneering tech-enabled logistics company dedicated to delivering exceptional services for businesses across Southeast Asia.
We have established ourselves as the region's largest and fastest-growing last-mile logistics company, partnering with over 35,000 merchants and processing more than 1,000 parcels every minute across six countries.
Job DescriptionWe are seeking an experienced Regional Key Account Management (KAM) Assistant/Manager to support the growth of our Warehouse & Fulfilment business unit.
This role involves working closely with regional and local stakeholders to influence business strategy. The KAM function is responsible for revenue from all retained customers and will be accountable for shipper retention, satisfaction, and revenue/wallet share growth.
This role has full ownership over development and implementation of end-to-end business processes in partnership with country teams, including all shipper engagements throughout the shipper lifecycle starting from onboarding.
Responsibilities- Own end-to-end customer experience from point of onboarding through entire lifecycle
- Build out strategic roadmap for the business across countries, incorporating product, capability, and tech improvements
- Develop, build, and implement a playbook of best practices to be implemented across countries periodically to ensure ongoing KAM excellence
- Drive internal process improvements within the KAM team to increase efficiency through automation, SOPs, etc., to ensure seamless communication with both our customers and warehouse operations teams
- Provide solutioning to capture intricacies of new customer requirements such that we can service them viably in the form of documented scope of work and process flows
- Optimise on customer success and happiness through undertaking initiatives to enhance visibility, improve SLA performance, and ensure strong execution and communication on job-to-be-done
- Provide clarity of business outcomes to vendors/partners and work together to ensure strong product performance via development of new features and resolution of issues in a timely manner
- Responsible for overseeing and managing centralised databases and dashboards to provide single source of truth for customer and business performance
- Project business growth of existing customers on sales volumes and revenue and track and review actual business performance
- Deep-dive into customer performance metrics to provide recommendations to grow customer satisfaction and wallet share/revenue growth mutually
- Optimise on pricing and retention of our existing customer base
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