Prozo - Senior Manager - Key Account Management

Roles and Responsibilities :

- Single point of contact for serviceability: Be the single point of contact for all requirements and escalations related to your clients.

- KAM Reviews Cadence & Quality: Ensure reviews of all your clients are conducted in a structured and analytical manner at the pre-agreed fortnightly or monthly frequency.

- Owner of Client's Net Promoter Score (NPS): Ensure to collect NPS score from allocated clients on a monthly basis and also ensure high NPS/client satisfaction score.

- Owner of Account Deepening: Own the cross-selling/up-selling of services for your allocated clients. The motto is to serve clients right and find more opportunities to serve them (cross-selling and up-selling)

- Escalation Management: Be the first point of contact for clients escalations. Work in tandem with the regional operations team to ensure accurate Root Cause Analysis (RCA) and ensure the right Corrective and Preventive Actions (CAPA) are implemented to ensure customer satisfaction.

- S&OP: Ensuring clients to share their business forecast in time to ensure best-in-class services.

- SoP adherence and excellence: Once the FTR (First time right) or client onboarding team hands over the account, the person will be responsible for ensuring that the SoP is adhered to and any further changes in SoP are driven by the KAM team.

Key Skills & Qualifications :

- Bachelor's or higher degree, preferably in operations/ supply chain management.

- Overall 5+ years experience in Supply Chain and Logistics (Warehousing and Logistics), with 3+ years of experience in client management

- Deep understanding of Omni-Channel/multi-channel warehousing and logistics - Part Truck Load, Full Truck Load and D2C Freight. Experience of operations, project management, process excellence will be preferred.

- Experience leading large teams and working with senior leaders across functions

- Candidates from a 3PL background will be preferred

- Excellent communication and analytical skills

About Prozo:-

Prozo is an integrated supply chain company enabling fast fulfillment through its pan-India warehousing & freight network, powered by an end-to-end supply chain tech stack & control tower.

Think of 'Prozo' as an 'AWS of supply chain' where companies of all sizes can get access to enterprise-grade supply chain capabilities on a pay-per-use basis.

Whether you are a D2C brand, mid-market SME or a large enterprise, Prozo's supply chain stack can help you get to your B2B, B2C & D2C customers in a fast, efficient and cost-effective manner. Prozo's key offerings are:

- PFN - Prozo Fulfillment Network: A pan-India network of 30+ multi-channel, tech-enabled, ready-to-move-in warehouses measuring over ~1.5 Mn Sq ft, unified by PWLP

- PLN - Prozo Logistics Network: A pan-India logistics network covering 20,000 + pin codes & all types of freight services; D2C E-commerce Freight, FTL (Full Truck Load), PTL (Part Truck Load) or Hyperlocal Freight.

- PWLP - Prozo Warehousing & Logistics Platform: A 5-part Tech Stack comprising Warehouse Management System (ProWMS), Order Management System (ProOMS), Shipping Platform - ProShip, Optimisation & Growth Platform - ProPlanning & ProInsights and Performance Management Platform - Control Tower & Command Center.

- PRN- Prozo Retail Network: E-commerce reseller services on 20+ online platforms. Think of this as a cloudtail of all platforms.

Brands can leverage on Prozo Fulfillment Network (PFN), Prozo Logistics Network (PLN), Prozo Warehousing & Logistics Platform (PWLP) and Prozo Retail Network (PRN) as needed to power-up their businesses.