Account Management, Assistant Manager at Ninja Van

Singapore

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, TechnologyIndustries

Requirements

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

Responsibilities

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
Support 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
Ensure 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
Understand shippers’ needs and develop 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
Educate and equip 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

Skills

Key technologies and capabilities for this role

Account ManagementCustomer RetentionData AnalysisAnalytics ToolsCohort AnalysisUpsellingCross-sellingClient CommunicationTeam LeadershipBusiness ReviewsOperations PerformanceStakeholder Negotiation

Questions & Answers

Common questions about this position

What are the main responsibilities of the Account Management Assistant Manager role?

The role involves leading a team of Account Management Associates and Customer Success Executives, executing retention strategies, managing client communications, driving upselling and cross-selling, and achieving volume and revenue targets.

What skills are required for this position?

The role requires customer-centric thinking, managerial skills for leading teams and negotiating win-win situations, data analytics proficiency for retention metrics and cohort analysis, and the ability to coach and develop team members.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the team structure look like for this role?

The Assistant Manager leads a team of Account Management Associates and Customer Success Executives, collaborating with operations, shipper support, and leadership.

Ninja Van

Technology-enabled logistics and delivery services

About Ninja Van

Ninja Van provides delivery services in Southeast Asia, catering to both businesses and individuals. The company focuses on creating a simple and efficient delivery experience through its technology platform, which enables real-time tracking of parcels and allows customers to schedule deliveries at their convenience. Ninja Van operates a wide network of drop-off and pick-up points to enhance accessibility. The company generates revenue by charging delivery fees based on parcel size, weight, and distance, and also offers additional services like cash on delivery. Unlike many competitors, Ninja Van emphasizes customer service and a user-friendly experience, making it a significant player in the region's logistics market.

Singapore, SingaporeHeadquarters

2014Year Founded

$947.9MTotal Funding

DEBTCompany Stage

Automotive & Transportation, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Competitive income compared to the market

Tet bonus , Performance review from 1 - 4 months

Paid social insurance based on full salary

12 days annual leave, 5 days sick leave (with full salary)

High-class AON Health Insurance for manager level

Year End Party, annual Townhall Ceremony

Annual company trip

Attractive team-building activities

Provide laptop for employees

Risks

Increased competition from startups like Toki threatens market share.

Recent layoffs in the tech team may hinder innovation and technology advancement.

Reliance on revolving credit facility suggests potential cash flow challenges.

Differentiation

Ninja Van leverages advanced technology for real-time parcel tracking and delivery scheduling.

The company offers a wide network of drop-off and pick-up points for convenience.

Strategic partnerships with financial institutions enhance service offerings and customer reach.

Upsides

Rising e-commerce in Southeast Asia boosts demand for last-mile delivery services.

Expansion of warehouse facilities improves logistics infrastructure for SME clients.

New leadership appointments indicate a focus on regional growth and development.

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