Head of Key Accounts & Client Success Singapore/South Asia

Asendia empowers businesses to grow across borders with a range of international e-commerce and mail delivery services. Launched in 2012 by La Poste and Swiss Post, Asendia has the combined expertise of over 1500 employees across 4 continents. With operations across the world, we bring together a wealth of international and local expertise, and a network that delivers to over 200 countries and territories. Asendia’s heritage as a mail business is unrivalled, but today we are also at the forefront in providing e-commerce parcel solutions for e-tailers selling internationally. We provide a number of value-added services too, including returns, fulfilment and lettersshops, and we have acquired a number of companies to enhance our services, including eShopWorld a global e-commerce software business.

Asendia is committed to providing equal opportunities. In accordance with the applicable local laws, regulations, and ordinances, all qualified applicants will receive fair consideration for employment without regard to age, race, gender, religion, national origin, ethnicity, sexual orientation, marital status and family responsibilities, disability, or any other protected characteristics.

Head of Key Accounts & Client Success Singapore/South Asia

We are seeking a Head of Key Accounts & Client Success to join our team in Asendia Singapore. Reporting to the Head of Commercial Singapore/South Asia, the incumbent will predominantly be responsible for managing and nurturing key client relationships, ensuring client satisfaction, and driving business growth through strategic account management. This role involves leading a team to deliver exceptional service, optimizing client success strategies, and collaborating with various departments, such as sales, operations, IT and Products, to meet client needs and company objectives. The incumbent plays a vital role in the business transformation as Asendia Singapore aims to expand into new markets in the APAC region.

The Tasks:

• Team manager in charge of key accounts, client onboarding (pre-sales) and client success (post sales).
• Manage the organization’s key clients and ensures that the clients’ requirements in terms of SLA management, operational requirements and general account management needs are met.
• Collaborate with key clients to broaden Asendia's scope of work in terms of new lanes, products, and services to foster mutual growth of all parties.
• Provides solutioning support for new clients through a mix of network knowledge, IT and tech setup knowledge coupled with a clear understanding of the clients’ needs.
• Collaborate with the client's onboarding executive(s) to ensure a complete and comprehensive onboarding process.
• Ensure that requisite customer level SLAs are met and establish regular processes to ensure review, maintenance and improvement of transit times and the overall customer experience.
• Utilize data for effective customer service (tracking of tickets and resolution) in conjunction with net promoter scores to ensure overall customer satisfaction.
• Lead and mentor a team of client success specialists, i.e. customer service team in delivering day-to-day support to customers’ queries.
• Main coordination interface with internal stakeholders and functional teams to resolve the issues raised by customers during the onboarding process.

Your Profile:

• Minimum of 7 years of experience in commercial account management or client success roles, preferably in the logistics industry. Knowledge of e-commerce cross border logistics is highly desirable.
• Strong team management skills, preferably with minimum 3 years of experience.
• Experience in managing large and complex key accounts in an e-commerce or logistics industry and proven records of driving business growth.
• Excellent analytical, data analysis and problem-solving skills are required for making strategic decisions.
• Possess a customer-focused mindset along with excellent interpersonal and stakeholder relationship management skills to be able to establish and maintain long-term relationships with clients and cooperate with coworkers across departments.
• Strong execution ability on strategic plans and provides improvement measures to teams and management.
• Strong ability to deliver work that adds value by contributing to the growth of the business.
• Strong communication and interpersonal skills that effectively delivers clear message to address the needs of diverse audiences and managing conflicts of ideas to convince opinion on matters of strategic importance.
• Strong tenacity to translate ambiguity to action and remains optimistic even in challenging circumstances.

Our facts:

Our mission is to excel in every interaction with our customers. Our values are trust, friendliness, ease of use and our commitment to sustainability.

Driving success, communicating information, and adjusting to change are essential competencies that drive our strategy in APAC.

Employees wellbeing and corporate social responsibility are at the heart of our core values. We wish to instil a strong culture of corporate social responsibility within every employee and hope to create a positive and productive environment where employees can thrive.

If this sounds like the kind of place you would like to work and the sort of role you are looking for, then get in touch, we are waiting to hear from you.

Please send your application in English to: [email protected]

reference number “HDKACS_102024ASSG”.

All personal data collected will be used for recruitment related purposes and treated in strictest confidentiality. Only shortlisted candidates will be informed. All personal data supplied will be destroyed after completion of the recruitment process.