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Company Profile
Our client provides standard domestic parcel pick-up, delivery and return solutions for business customers.
Job Details
Job ID: J002469
Job Title: Head of Retail
Salary Range: Competitive
Job Description:

Customer

  • RO Parcel Shop team - Commercial and Operational (network related) inputs & business data analysis to guide implementation of Service point strategy 
  • Custodian of Customer Experience - develop and deply metrices like NPA, CSS etc to track customer satisfaction
  • Evaluate and audit the customer processes to ensure they are easy, simple and friendly - feedback the inefficiencies to product team and work closely to align the product specs and processes with customer needs

Stakeholder

  • The role involves working with:
    • Parcel Shop Product Manager 
    • Senior Manager Sales Development 
    • Senior Manager - New Market Development
    • Country Sales Head
    • Country Service Point managers 
    • New Markets Market Research 
    • Director – Market Development, Customer Application
    • Senior Manager – Pricing policy and compliance

Process

  • Annual budgeting for retail channel - complete revenue responsibility to drive dedicated shop business 
  • Customer processes, T&C and exception handling process for the retail, Telesales and drop off customers 
  • Define the processes for marketplace drop off, return parcel processes etc with the product team, customers and  country sales team 

People - Management

  • Establish a functional working relationship with country sales team, country based parcel shop teams and RO teams 
  • Close working relationship to be established with RO Commercial and RO Parcel Shop team for startegic development of the parcel shop network 
Job Requirements:
  • Graduate degree and 5+ years of strong relevant experience including business leadership roles, transformation initiatives, process design, business performance management, or change management
  • 5+ years leading large cross functional, cross organizational initiatives that have yielded measurable business value - experience in service retail is a plus 
  • MBA preferred
  • PMP and other certifications a plus
  • Proven Project Management performance competencies for scope, time, cost, quality, risk and stakeholder satisfaction. Proven track record and cross-functional leadership skills.
  • Experience Retail programs, offline/on ground marketing, retail sales management and network development 
  • Organizing and planning skills. 
  • Priority setting skills
  • Strong analytical and problem solving skills
  • Strong initiative and ability to work in a self-directed environment
  • Strong written and verbal communication skills.
  • Ability to multi-task in a dynamic environment.
  • Ability to present clear and concise information to team, internal customers, and external customers.
Industry/Function Services
Job Type: Full time
Job Location: Việt Nam
Degree: Bachelors
More Information:
Contact Information:

Do Thi Hoa (Ms)

recruit@careerplanning.com.vn

(028) 39 10 12 04 

Post Date: 07/11/2017
Expiry Date: 07/12/2017