Manager, Key Account (Fulfilment)

Shah Alam, Selangor, Malaysia
Logistics+ – Fulfillment /
Permanent, Full-time /
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.

About You:

    • This role is to manage the Key drivers for Retention Volume/Revenue - Launch and scale the warehousing and fulfilment initiative in MY as one of the first in-country hires for the business, reporting directly to Head of Commercial Malaysia, while work closely with the regional team, in-country stakeholders from other verticals, as well as the warehouse operations team. This is a role which encompasses end-to-end ownership over strategy and execution of commercial, sales and product development.

Business Operations Management:

    • Create and maintain improvement process for existing business under Fulfilment business unit.
    • Build, develop and own implementation for processes including onboarding / activation.
    • Design performance reporting for acquired shippers
    • Prepare and finalize with key stakeholders for Finance related operation matters including billing and claims.
    • Responsible for value added services process design and coordination with ops.

Key Account Management:

    • Oversee and manage all Key Accounts and creating value for strategic partners
    • Maintain Key Account related report by providing weekly updates on tracker for onboarding and onboarded shippers.
    • Provide Onboarding session and training to new shippers, which includes alignment with operation, key commercials requests, and introduction of warehouse management system (WMS).
    • Main customer support for existing operational and system enquiries by coordinating with internal stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
    • Prepare and Maintain existing performance report and customer success metrics, documentation and data.
    • Work closely on contract negotiation and engagements between clients and legal team.
    • Plan and strategize with HOD to grow Fulfilment business and market share, while also upsell other Ninja Van services
    • Handle inquiries and perform related duties including ad hoc and fulfilment related tasks as assigned.
    • Independently prepare, draft and review presentations with customers.
    • Provide technical fulfilment expertise for incoming, onboarding and existing customers.
    • Create customer retention using value proposition and continuous improvement.

Job Requirement :

    • At least 5-8 years of experience in business operations, business development, account management, customer success role or any relevant field.
    • Experience in 3PL logistics business development, particularly fulfilment and warehousing is an added bonus.
    • Track Record on delivering and exceeding targets.
    • Strong existing working relationships with clients
    • At least Diploma / Degree in any field.
    • Strategic, innovative, and creative personality with a strong business acumen
    • A passion for working in and managing a fast-paced, collaborative environment.
    • Adept multi-tasker with ability to quickly prioritize and effectively delegate tasks.
    • Business Operations or Account Management experience in eCommerce Logistics market.
    • Quick thinking and good in problem solving.
    • Proficient in defining tasks, process designing, project management and implementation.
    • Proficiency in Google Workspace (Docs, Slides, Sheets, Forms) and Microsoft Office (Word, Powerpoint, Excel).
    • Proficiency in English (Reading, Writing & Speaking).
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