Account Management, Assistant Manager

Ninja Van; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading logistics company in Singapore is seeking an Account Management Assistant Manager. The role involves leading a team and executing retention strategies to enhance client relationships and drive revenue growth. Candidates should have at least 4 years of experience in account management, particularly in logistics or eCommerce, and possess strong skills in data analysis and stakeholder management.

Qualifications

• At least 4 years of account management experience, preferably in logistics or eCommerce.
• Proficiency in data analysis and making data-driven decisions.
• Strong understanding of customer behavior and preferences.
• Excellent team player and communicator.
• Self-motivated and results-oriented.

Responsibilities

• Design and implement customer retention strategies based on data analysis.
• Monitor retention metrics and optimize strategies.
• Ensure fast response and resolutions to shipper issues.
• Identify opportunities for revenue growth through client development.
• Coach and develop team members to enhance account management skills.

Skills

Account management

Data analysis

Communication skills

Customer-centric thinking

Stakeholder management

Team player

Proficiency in Microsoft Office

Job description

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.

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 behaviours, 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 behaviour, 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