We are seeking a highly organized and results-driven Account Manager to oversee day-to-day operational activities, manage delivery teams (both riders and subcontractors), and support client account management. The role requires a hands-on professional with experience in e-commerce logistics, last-mile delivery, strong coordination skills, and the ability to maintain excellent client relationships while ensuring operational efficiency.
Key Responsibilities
Account Leadership & Client Success
- Manage and grow key e-commerce client accounts, acting as the primary point of contact for all operational and service matters.
- Develop strong strategic relationships with clients to understand their business goals, order volumes, and service expectations.
- Oversee order planning, fulfillment coordination, and service delivery to ensure client SLAs are consistently met.
- Proactively identify opportunities to expand account value through improved service offerings and operational efficiencies.
- Resolve escalations, service concerns, and performance issues promptly to maintain high customer satisfaction.
Operations Oversight & Fulfillment Management
- Provide oversight to last-mile delivery operations including riders, fleet resources, and third-party transport partners.
- Ensure efficient coordination of delivery routes, order dispatch, and distribution schedules.
- Monitor operational performance metrics such as delivery timelines, order accuracy, productivity, and service quality.
- Collaborate with logistics and warehouse teams to ensure seamless order fulfillment workflows.
- Ensure compliance with operational procedures, safety standards, and company policies.
Commercial & Financial Management
- Work closely with Finance to ensure accurate, timely client billing and invoicing.
- Monitor account profitability, cost structures, and service margins.
- Follow up on outstanding payments and support credit control processes.
- Oversee reconciliation between delivery data, service reports, and billing records.
- Preparing periodic account performance reports including operational and financial insights.
Strategy, Process Improvement & Compliance
- Analyze account performance trends and identify opportunities for operational improvement and cost optimization.
- Drive implementation of process improvements, automation tools, and SOP enhancements.
- Ensure adherence to contractual obligations, service level agreements, and regulatory requirements.
- Support continuous improvement initiatives to enhance client experience and operational efficiency.
Stakeholder Collaboration & Leadership
- Coordinate cross-functional teams including operations, finance, customer service, and logistics.
- Provide leadership and guidance to account coordinators and operational support teams.
- Participate in client review meetings, performance evaluations, and strategic planning sessions.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field.
- Minimum 6 years’ experience in fast-paced e-commerce operations or last-mile delivery management.
- Proven experience managing riders, fleet operations, or subcontracted transporters.
- Experience in client account management and invoicing processes.
How to Apply
Interested and qualified candidates are invited to apply through the CDL Zoho Recruit portal. Please navigate to the application link provided in the instructions below.
