Surface BDO

Job Purpose

To manage and drive Retail Business activities for TCI Express Ltd., focusing on business development, customer acquisition, revenue growth, credit monitoring, customer relationship management, and operational excellence across assigned branches/regions.

Key Responsibility Areas (KRAs) & Responsibilities

1. Business Development

KPI Indicators:

• Business development plan vs. actual achievement
• New customer acquisition
• Regaining lost customers
• Participation in trade fairs & events
• Organizing customer meets
• Meetings with new prospects & potential customers

Responsibilities:

• Develop and execute business expansion plans for assigned branches/region.
• Support branch teams in generating new business opportunities.
• Conduct customer prospecting, prepare quotations, negotiate rates, and finalize deals.
• Identify and regain lost customers through continuous engagement.
• Participate in regional business activities to increase brand visibility.
• Organize customer meets and network with potential clients.
• Achieve retail business targets assigned by the company periodically.

2. Financial Management

KPI Indicators:

• Monitoring customer outstanding
• Turnaround time in releasing critical outstanding
• Profitability of key customers

Responsibilities:

• Monitor customer credit health and outstanding payments.
• Coordinate with customers for timely payment release.
• Ensure profitability of key accounts through regular review and corrective action.

3. Operations

KPI Indicators:

• Timely generation of MIS reports
• Daily DSR entry compliance
• Market intelligence & competitor insights

Responsibilities:

• Ensure DSR entries and MIS reports are submitted within defined timelines.
• Track market trends, competitor activity, and share actionable insights with superiors.
• Support operational teams in maintaining service quality and customer satisfaction.

4. Customer Relationship Management (CRM)

KPI Indicators:

• Regular customer meetings
• Lead time in resolving customer grievances
• Number of customer queries attended
• Initiatives to increase customer base

Responsibilities:

• Maintain strong and harmonious relationships with existing customers.
• Address customer concerns promptly and ensure grievance resolution.
• Conduct regular customer visits and service reviews.
• Take proactive steps to enhance customer loyalty and expand customer base.

5. Human Resource Development

KPI Indicators:

• Participation in training programmes
• Contribution as a trainer/faculty

Responsibilities:

• Attend company-organized training programs to upgrade functional skills.
• Provide training to team members on selling skills, CRM, and business development.

Key Competencies

Knowledge:

• Marketing Management
• Customer Relationship Management
• Company policies, rules & functional procedures
• Branding and market visibility practices

Skills:

• Analytical ability
• Coordination & administration
• Monitoring & reporting
• Networking & relationship-building
• Interpersonal communication
• Presentation & negotiation

Behavioral Competencies:

• Team building & mentoring
• Positive and proactive attitude
• Target orientation
• Strong customer orientation

Education & Experience (Optional to include):

• Graduate/Postgraduate in Business Administration, Marketing, or related field.
• 37 years of experience in sales, retail business, logistics, or service industry preferred.