Account Management, Assistant Manager

7 days ago

Singapore Ninja Van Full time $90,000 - $120,000 per year
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. 

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 
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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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