Regional Assistant/Manager, Key Account Management (Fulfilment)

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.

We are looking for a Regional Key Account Management (KAM) Assistant/Manager to support the growth of the Warehouse & Fulfilment business unit. This role would involve working closely with regional and local stakeholders to influence the business strategy. The KAM function is responsible for revenue from all retained customers, and will be accountable for shipper retention, shipper satisfaction and shipper 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
  
  

Requirements

• 4 - 7 years of relevant experience in consulting/internal strategy/regional process optimisation roles + exposure to client facing roles or functions
• Experience is logistics and supply chain (in particular fulfilment and/or e-commerce operations) is preferred
• Strong understanding of end-to-end business processes
• Structured, logical and hypothesis-driven approach to identifying, scoping and solving problems
• Excellent stakeholder management abilities. Proficiency in working closely with in-country stakeholders
• Proven track record of successfully delivering on projects within the defined timelines
• Able to work independently in a fast-paced, high-pressure environment
• Excellent written and verbal communication skills
• Advanced proficiency in Excel and Powerpoint, comfortable working with large databases and building dashboards
• Exposure to working across geographies, teams and individuals of different cultures, particularly across Southeast Asia
  
  

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