Manager - Customer Services-Delhi

Manager – Key Accounts

Job Title Manager – Key Accounts

Function Regional Business

Reporting to Regional Customer Service Head

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

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 key accounts management 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
Key Result Areas and Key Performance Indicators

S.no Key Result Areas Key Performance Indicators

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
Drive Customer Satisfaction
Net Service Levels for Key Accounts (National and Regional) in the region
Customer Feedback Scores (NPS scores)
Customer Loyalty scores
% Call back commitment being met
Drive productivity of key accounts team in the region
Grade of service
* % of calls answered within defined number of rings/ seconds
* Abandoned calls
Average number of calls per FTE
Average revenues per FTE
Ensure Effective Customer Complaint Handling
Customer Complaint Audit Scores
% Adherence to defined TATs for Complaints resolution
Ensure Performance Driven Culture
Adherence to Performance Management system timelines and guidelines
Employee engagement and retention
Employee Satisfaction Score of employees in the team
% attrition in the team