Job Description

.

Job Title

Manager - Key Accounts

Function

Customer Service

Reporting to

Regional Customer Service Head

1. Purpose

Responsible for management of national and regional key accounts by ensuring proactive contact with them and maintaining a consistent high level of service delivery; Also responsible for mining and driving revenues from existing key accounts

2. Key Responsibilities

Responsibilities

Operational

Responsible for providing best in class customer service to all national and regional key accounts in the region through a dedicated team of Account Relationship Leads Ensure retention and growth of all national and regional key accounts in the region (i.e. where the region is the lead sponsor) Drive the mining and growth in revenues from existing national and regional key accounts in the region through Account Relationship Leads Ensure profitability of all key accounts in the region and drive cross-selling of Blue Dart products to them Support the sales team in conducting client visits, as and when required Drive timely service delivery to all key accounts including redressal of customer queries pertaining to shipments, tracking, transit times etc Ensure organizing of priority delivery and special pickups for key accounts, in collaboration with operations, as and when required Drive proactive tracking of shipments to key accounts and ensure timely deliveries to such customers Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required Ensure regular presentations are made to key customers with respect to the NSL data Ensure professional handling of calls to key accounts in the region within the stipulated timelines and drive adherence to defined SLAs with respect to key performance metrics like response times, abandoned calls, call quality etc Drive effective customer complaint handling in terms of escalations, late deliveries, claims etc Support the conduct of customer service trainings for all employees in the KAM team Monitor handling of claims of key accounts as per the company policy/objectives

People

Provide guidance and support to team members to help them discharge their duties effectively Monitor the performance of the team on a continuous basis to identify key performers Mentor and coach subordinates to develop the team's capabilities Ensure that the team is adequately staffed as per the manpower requirements

3. Key Result Areas and Key Performance Indicators

S.No



Key Result Areas



Key Performance Indicators

1.

Maximize Financial Performance



% increase in revenues from assigned National Key Accounts and Regional Key Accounts

Cross-sell revenues from assigned National Key Accounts and Regional Key Accounts

2.

Drive Customer Satisfaction



Net Service Levels for Key Accounts (National and Regional) in the region




Customer Loyalty scores




% Call back commitment being met

3.

Drive productivity of key accounts team in the region



Average revenues per FTE




% Revenue Growth per Key Account

4.

Ensure Effective Customer Complaint Handling



Claim Settlement




% Adherence to defined TATs for Complaints resolution

5.

Ensure Performance Driven Culture



Adherence to Performance Management system timelines and guidelines

6.

Employee engagement and retention



Employee Satisfaction Score of employees in the team




* % attrition in the team