Manager, Commercial (SME - Logistics)

OVERALL JOB PURPOSE:Drive Lazada Logistics’ SME customers segment to bring volume growth, efficiency, cost optimization and best customers experience.DUTIES & RESPONSIBILITIES:• Reporting to Head of Commercial, your main role will be to support him/her driving SME Logistics Sales growth and performance.• You will be developing a suitable strategy for SME customers hunting by understanding profile, category & channel which match with company’s service• You will be addressing and resolving SME complaints by closely monitoring Social channel & regular meeting• You will be compiling reports on account progress, conversion rate and forecast for stakeholders• You will be responsible for sales performance management• You will be handling market research and competitor benchmarking• You will be also responsible for working with other member of Logistics Commercial (Marketing, Sales, Sales admin, etc.) in order to drive overall Commercial growth, customer and seller experience. • Requires working with multiple business teams across the company to manage SME sales pipeline and understand operations to drive continuous volume improvement.• Must be able to systematically escalate problems or variance in the sales plan, customers expectations to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.• Other task or projects as assigned by manager.KEY DECISIONS / AUTHORIZATIONS:• Creating sales Plan/Objective and analysis data • Target customer pool• Fulfilment & delivery experience management• Resource / Salesforce management.KEY PERFORMANCE INDICATORS• New Leads• Lead Response Time• # Accounts, # Parcels• Revenue• Cost per Lead• Conversion rate• Customer Lifetime Value• Net Promoter Score• Customer RetentionDIMENSIONS• New Leads• Lead Response Time• # Accounts, # Parcels• Revenue• Cost per Lead• Conversion rate• Customer Lifetime Value• Net Promoter Score• Customer Retention.