Business Development Market opportunity planning 1) Identifying the total number of prospective customers for the cluster 2) Identifying important customer metrics (average freight spend, average number of shipments etc) 3) Building a comprehensive long term market plan for your cluster basis the customer metrics and utilising the same to activate the cluster 4) Coordinating with the zonal heads/ senior leadership & ensuring that the plan is in accordance with the overall sales projections plan for that zone 5) Communicating business targets set in the plan to the reporting business relationship managers 6) Build status tracker sheets showcasing projected numbers basis the plan vs actual numbers for new customer onboardings at any point in time 7) Taking course corrective actions basis the information received from the market 8) Keeping the senior leadership and reporting managers apprised about the changes Business Development – New customers 1) Ensuring new customer acquisitions for the cluster are in line with the annual plan 2) Identification, acquisition and onboarding of institutional/contract load shippers; Ensuring intervention of Zonal/National heads as needed during the acquisition process 3) Tracking BRMs work daily on onboarding of MSME shippers and taking appropriate corrective actions to ensure the uptake is in line with the targets set 4) Categorizing shippers onboarded into different segments basis their business opportunity 5) Coordinating with the zonal heads daily and updating them on the progress; Sharing a detailed view of achieved vs target on a weekly basis Business Development – Existing customers 1) Tracking & evaluating existing shippers’ activities (No. of loads posted, No. of trips executed etc) through the CRM platform regularly (Monthly) 2) Checking the list of existing shippers, onboarded by you, through the CRM platform & reaching out to them monthly to increase Gro’s share of their wallet by increasing no. of loads placed by them & also focussing on improving margins. 3) Pushing shippers to avail additional platform benefits such as Insurances, Trip financing etc further improving the revenue gain 4) Coordinating with the zonal heads daily and updating them on the progress; Sharing a detailed view of achieved vs target on a weekly basis Account Management Tracking customer satisfaction & ensuring retention 1) Contacting shippers (small, medium or large) regularly (at least once in a fortnight) to gain their feedback on both platform usage and operational experience with Gro 2) Identifying strategic accounts and conducting monthly/quarterly business performance reviews with them to understand health of the business (Gro vs Competition, Customer experience etc) 3) Ensuring customer retention by assessing, clarifying, and validating customer needs on a regular basis; Improving retention through the provisioning of customised/new value-added services and guiding the customers through their initial phases of usage 4) Following up and ensuring that the reporting BRMs conduct similar exercises monthly for the MSME shippers onboarded by them and revert back with their findings 5) Maintaining a cumulative data sheet (for self and reporting BRMs) for tracking such connects, findings of the connects as well as next follow up details for all existing shippers in the cluster 6) Communicating the feedback to appropriate teams within Gro to help make necessary improvements Handling collections and managing DSO 1) Keeping track of the commercials for loads posted by shippers onboarded by you & your reporting BRMs 2) Ensuring the shippers are provided the freight bills in a timely manner 3) Following up with shippers to clear outstanding payments for their shipments or escalating non-payment scenarios to zonal heads/senior leadership Managing escalations 1) Acting as the first escalation point for handling any/all shipper issues 2) Taking responsibility for communicating major issues to appropriate teams/leadership within Gro as required and following up till resolution People Management 1) Helping evaluate & fulfil the manpower requirements for a particular cluster in accordance with the market plan; building and maintaining a hiring sheet for the respective cluster 2) Conducting training & onboarding sessions for new Business Relationship Managers (BRMs) 3) Effectively mentoring and managing the team of reporting BRMs 4) Conducting performance reviews and appraisals for BRMs reporting to you