Business Analyst

Role & responsibilities

•      Enhance Customer Experience by assisting service recovery, addressing customer pain points, supporting churn reduction management processes and improving attrition rate across the regional customer base.

•    Support all Account Management actions for the relevant region including leading quarterly KAM Review meetings, Quarterly Customer Reporting, maintaining Account Development Plans and portfolio reviews for each office.

•    Lead proposal writing and development for all opportunities across the office portfolio. Developing OPEX budgets, tender responses and tailored ship management propositions.

•    Support the development of new business through direct customer engagements where required.

•    Track Sales Performance and drive Win Rate improvements for all opportunities with new and existing V.Group customers by providing support with vessel forecasting, sales budgeting, post-mortem analysis, WIN Meetings, sales performance follow-up and pipeline management for relevant opportunities.

•    Conduct on-going customer risk management analysis and develop detailed customer insights records; tracking the performance of listed companies, customer fleet size, order book, revenue per customer and office/segment EBITDA contribution.

•    Co-ordinating and developing customer-facing commercial material in alignment with Account Managers, General Managers, Managing Directors, Group Commercial and Marketing teams; including bid proposals, sales material, management of change documents, crisis management collateral and all other meeting documentation as required.

•    Co-ordinate the implementation of new V.Group products and services across Group Services - both internally and externally - to maximise customer satisfaction, service alignment and vessel yield.

•    Support reporting of the vessel pipeline performance to V.Group stakeholders.

•    Drive the GROW & WIN model process and opportunity management cadence for designated clusters of competence.

•    Support the group-wide implementation of the commercial operating model.

•    Manage and maintain Account Development Plan documentation for assigned customer portfolio; ensuring all actions are delivered within the agreed timescales.

•    Support on the Sales Coaching and Commercial Development of resources within regional Ship Management offices.

•    Provide both internal and external stakeholder reporting within tight deadlines.

Preferred candidate profile

•     Strong analytical skills
•    Excellent teamwork, communications skills and an ability to interact with clients and colleagues comfortably, leading by example•    Commercial awareness•    High standard of customer service•    Good IT skills (MS office applications) including presenting materials and reports•    Well organised and systematic working style; attention to detail•    Fluent in English and business English writing skills•    Demonstrable mentoring and coaching skills•    Line management experience•    Intercultural awareness and skills