EG Hub Account Manager, Hub Delivery

Job ID: 2877414 | Souq.com for E-Commerce LLC

We're seeking a Hub Account Manager to join our dynamic Last Mile network.
In this team, you will be managing acquisition quality, performance KPIs, and a team of associates. We're building the future of customer service as we work towards becoming Earth's most customer-centric company. This is your chance to make history with us.

You'll be responsible as a manager for one of the main teams. You'll ensure that all workflows run smoothly and that customer expectations are met, if not exceeded.

In the logistics team you enter and lead, we'll be entrusting a team of approximately 8-30 associates along with managing a big network of stores including acquisition and performance. You'll drive the training and integration of your team while motivating and inspiring forward progress. All the while, you'll exercise sound judgment, making sure progress and KPI targets are worked towards and met.

1. Partnering with OTR Safety and OTR Regional Managers to ensure business safety compliance.
2. Guiding ADE's/CTLs as the Hub Program scales and managing operational issues, ensuring they have resources in place to effectively ramp-up operations and prepare for peak periods.
3. Supporting owners as they onboard to the program and prepare to launch (this will be on the basis of a net new launch only).
4. Coaching and ensuring effective upskilling and utilization of AMZL tools.
5. Deep diving to identify customer metric improvement opportunities.
6. Championing the consistent application of Last Mile processes within Delivery Stations – challenging UTR processes that impact OTR.
7. Coaching Store owners to run compliant, safe, and high-performing companies (SLS metric deep dive).
8. Identifying workflow inefficiencies and working to formulate and implement operational improvements at the network level to improve the individual Hub Store experience.
9. Developing the relationship between Amazon and Hub Stores (Hub sentiment improvements).
10. Communication alignment to stores following close collaboration with OTR partners.
11. Being the voice of the stores within and representing them within the AMZL business.
12. Improving driver standards to protect brand image.
13. Working with the ADE's to deliver effective ramp plans and pipeline goals ensuring Store supply is achieved to meet peak volume demands.
14. Leading the acquisition effort on the ground and ensuring meeting expansion plans.

• 2+ years of sales or account management experience.
• 2+ years of digital advertising and client-facing roles experience.
• Experience with Excel.
• Experience analyzing data and best practices to assess performance drivers.
• Bachelor's degree.
• Speak, write, and read fluently in Arabic.
• Speak, write, and read fluently in English.

• Experience analyzing key open issues and resolution metrics for each of the managed accounts.
• Experience in relationship management within technology, start-ups, or SaaS Platforms.

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