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.
Job Responsibility:
- 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.
- 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
- 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
- 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
Job Requirement:
- 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