Territory Manager, Delhi

Job description

Ref: req34469

We are currently seeking a Territory Manager to join DHL eCommerce, India!

 

The Territory Manager will be responsible for sales of the assigned portfolio of accounts, in both revenue retention and development. The Territory Manager is to manage customer relations, act as customers’ point of contact, and enhance customer relationships. The successful incumbent will also assist the Customer Service Team to ensure smooth functioning and continuous improvement of tasks and processes.

 

Essential Duties and Responsibilities

Business Development

• Identify new businesses, follow up on potential sales opportunities and gain businesses by converting possible prospect leads into accounts

• Manage revenue growth through up-selling and cross-selling tactics to exceed this budget through calls or sales visits

• Achieve assigned sales target

• Prepare sales proposals and liaise with internal departments to propose suitable solutions, ensuring all customers agreements adhere to standard rates

• Develop service initiatives and contingency plans for the effective denial of competitor initiatives

• Avoid duplication and redundancy and to provide customers with a one company solution

• Continually develop knowledge of DHL eCommerce services and general commercial awareness

• Administer the opening of new accounts, termination, re-activation and renewal of accounts

Customer Management

• Maintain existing customers’ revenue and understand customers’ business to ensure growth within each customer

• Maintain existing customer relationships with common understanding of service expectations and solutions, to ensure account grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business

• Provide customer-oriented service by responding timely and satisfying sales and post-sales requirements

• Handle complaints and ensure prompt and effective resolutions to meet customers’ expectations

• Inform customers of any service failure and relevant operational service changes timely, and alternative actions taken

• Provide suggestions or alternatives to improving customer service quality to meet and exceed customers’ expectations

• Analyze cases to identify root cause of service incidents/failures and suggest solutions to pre-empt recurrence and apply corrective and preventive measures for future gain

Stakeholder Management

• Report to management with relevant information

• Undertake additional tasks and responsibilities and/or any projects deemed necessary as assigned

• Ensure that all customer issues relating to customer service, smooth operations flow, service recovery and credit control are coordinated and managed through the relevant departments

• Liaise with the Head of Sales to evaluate sales strategy so as to ensure that required revenue can be achieved

Desired Skills / Qualifications

• At least 3-5 years’ experience in similar industry

• Strong understanding of eCommerce industry is an added advantage

• Strong numeric, written and oral communication skills

• Strong planning, organizational, analytical and problem solving skills

• Strong cross-culture/functional competency

• Well-structured, change-oriented and results-focused

• Strong ability to operate and functionally manage people in a formal and informal matrix structure (networking, persuasive) and ability to impact and influence

• Strong networking, relationship management and customer service skills

• Strong account management experience and skills

• Strong individual who can work independently and within a team to deliver results

• Strong experience and skills in negotiating complex, global contracts

Minimum Educational Qualification

• Degree or equivalent