Team Lead - Account Management
Talabat
مجموع سنوات الخبرة :18 years, 6 أشهر
• Development of area strategic plans, goals, and objectives, ensuring alignment with country strategy.
• Provides informal feedback on an ongoing basis and formal feedback in the monthly/annual performance evaluation.
• Process to identify and develop talent.
• Coaching and growth plans.
• Creating an inspiring team environment with an open communication culture.
• Setting clear team objectives and priorities.
• Target setting to align with country.
• Increase revenue and ad revenue.
• Upselling new services to our existing restaurants such as logistics as a service and loyalty programs.
• Following up on team achievements and KPI’s to meet with set targets.
• Segmentation of account managers portfolios
• Maintain a continuous business relationship with partners by conducting business reviews with accounts and identifying business opportunities and business relationships which result in the achievement of increased revenue, ad revenue, profitability, and market share.
• full performance of team portfolio, from sales performance, to in-store operations, to marketing and growth strategies, and providing every-day support.
• Vendor growth plans:
o Order/GMV uplift.
o Customer acquisition, repeat customers order frequency.
o Ad revenue performance.
o Operational performance including but not limited to failed orders, late delivery, food quality or missing items.
o Logistics performance.
o Expansion analysis, which governorate to expand in.
• Partner exclusivity and strategic planning
o Sign brands only on Talabat.
o Exclusive items and development.
o In app marketing plan.
o Offline / CRM / activations.
• Provide excellent service and support in order to build strong relationships and resolve operational issues between partners and the company.
• Managing Partners expectation with a smooth communication streamline and SLA.
• Commission renegotiation: -Building new commercial relationships by renewing the existing contacts by renegotiating the offer.
• Design, development, and maintain of ongoing performance metrics, reports and dashboards to drive key business decisions.
• Perform deep dive analyses of business problems and formulate conclusions and recommendations.
• Identify, develop & optimize growth channels to drive revenues growth.
• Analyze marketing/ Sales data and users’ feedback (campaign results, conversion rates, traffic, etc.) to decision making future marketing strategies.
Working as an Account Manager with in the account management team in Talabat by being the main point of contact between the company and business owners by building rapport with business owners, build brand portfolio within the Talabat app, drive sales, increase new customer acquisition and streamline end customer experience. Increasing company revenue by targeting potential brands to invest in marketing products.
Main Job Duties:
• Analyze data and deep dive overall partner portfolio’s (monthly/weekly performance).
• Analyze partner data and streamline KPIs to drive sales and better customer experience. KPI’s but not limited to:
o Order/GMV growth, fail rate, NCR investment, optimizing profile, retention rate, reorder rate, order conversion rate, dynamic listing).
• Monitor partner contracts and commission rates.
• Assess partner profile and renegotiate commission based on order volume and brand KPIs listed above.
• Negotiate with A list brands for exclusivity contracts and exclusive offers by providing tailored marketing support through social media, app push notifications, influencer etc.
• Target potential brands and consult to invest in in-app Talabat marketing products (NCR: premium positions, GEM, commercial banners).
• Present monthly performance report card for each brand showing current status in the application, how to move forward and which KPIs to develop.
• Plan and budget marketing investment for brands to drive sales and increase new customer acquisition.
• Create solutions and improve portfolio, but not limited to:
o improve/revamp menu by removing low selling items, simplify complex menus, improve menu photo quality, more visibility on top selling items by utilizing commercial banners, introduce new items and combos, optimize delivery areas, target new customer acquisition in low performing areas, identify low conversion rate for orders.
• Create a monthly or quarterly marketing plan with a budget for partners to invest in NCR for more visibility on the platform and to be on top of competitors.
• Enhance partner performance for by reducing the fail rate to increase order traffic on Talabat and to avoid losing customers to competition or other platforms.
• Promote Talabat Go for partners with either high fail rate or partners who are using outsourcing agencies.
• Approach partners for Talabat marketing campaigns.
• Monitor brand activity with competitor platforms.
• Coordinate with marketing for support on new offers or exclusive deals through social media channels, NFC, push notification.
Major activities but not limited to:
• Maintaining rapport with key accounts and existing customers.
• Performance review meetings with key accounts to make sure service is streamlined with contract SOP/SLA and to meet service KPI's. Meetings includes service achievements, complaints, unresolved issues or service flaws.
• To circulate any escalations or complaints to support functions to meet with service agreement.
• To streamline support functions to meet with customers requirement.
• Planning by object for service enhancements or new requirements.
• Cross selling and up selling.
• Prospecting, cold calling, research, profiling and Identifying new opportunities.
• Approach prospects for meetings and discuss new business.
• Creating customized business solutions.
• Cost calculations and proposals.
• Define new customer requirement and assist in SOP and SLA to meet customer business requirement.
• Monitor monthly revenue and growth for new and existing accounts.
• Monitor service KPI's.
• Maintain and developing relationships with existing customers via regular visits, telephone calls or emails.
• Logging daily sales activities in CRM.
• Report to the sales manager/regional commercial manager on weekly/monthly basis on new deals, opportunities, performance, growth and opportunities.
• Reports on competitor status and market share.
• Vendor registration with major industries.
• Establish relationship with solution providers.
• Invoicing, aging reports & follow up on monthly invoices with the credit controller to drive customers to pay on time as per the contracts and credit policies.
Daily activity is outdoor sales, gain new business accounts, account maintenance and solving major customer complaints. Setting annual plans and sales forecast. Attending monthly strategy meetings with management to increase sales revenue and accomplish strategy initiatives.
Grow business revenue related to information management solutions:
-Physical document management
-Electronic document management systems
-Scanning & capture
-Warehouse management
-Fixed asset management
-Business intelligence & analytics
Job Description:
• Prospecting, cold calling, research, profiling.
• Identify opportunities.
• Approach prospects for meetings and discuss new business.
• Conduct presentations.
• Visiting clients premises for site surveys.
• Creating customized business solutions.
• Cost calculations, proposals.
• Create SOP, SLA, Techinical/Financial proposal based on project requirement.
• Monitor monthly revenue and growth for each gained account.
• Maintain and developing relationships with existing customers via regular visits, telephone calls or emails.
• Cross selling.
• Logging sales activities in CRM.
• Reviewing own sales performance and meet or exceed targets.
• Report to the sales manager on monthly basis on new deals, opportunities, performance, growth and opportunities.
• Reports on competitor status.
• Assessment reports.
• Vendor registration with major industries.
• Establish relationship with solution providers.
• Review client contracts in terms of rates and services provided.
• Invoicing, aging reports & follow up on monthly invoices with the credit controller to drive customers to pay on time as per the contracts and credit policies.
• Monthly regional sales calls meeting with director of sales.
Secondary related duties include but not limited to:
-Warehouse management.
-Supervising operations team KPI to hit daily targets as per service level agreement.
- System updates, work orders and creation of new business accounts are done according to internal standards.
-Inventory control and quarterly warehouse cycle count.
-Assure all operations staff operate under HSSE standards.
• Follow up with day to day customer related issues and team tasks.
• Monitoring and working with the team to resolve customer requests, complaints and service desks to be closed within a timely manner.
• Reviewing complaints on CRM.
• Root cause analysis and corrective actions.
• Solving problematic shipments such as shipments held in Kuwait customs authorities, confiscated shipments by customs authorities, damaged or lost shipments in transit.
• Creating weekly/monthly reports and report to the product manager such as: KPI, retail sales reports for inbound shipments and new gained accounts.
• Handling customer compensation program.
• Assist the product manager in preparing the budget for the year/quarter, sales forecast and team targets for the quarter.
• Training and evaluating new and current team member’s performance, customer service level and knowledge of the product.
• Relay of information requested by clients.
• Explain and promote company product to potential customers to ensure full understanding of the service.
• Following up with customers on shipments held at Kuwait customs and advising operations for action accordingly.
• Shipments processing of all freight, commercial and courier collect shipments.
• Verifying alerts and follow-up on special shipments for all outbound express shipments.
• Assuring clients receive invoices on time and as per the quoted rates.
• Review receivables & follow up with credit controller to assure invoices are settled on time.
• Prepare job-costing sheets for Cargo & Commercial.
• Issue statements of accounts.
