Customer Retention Manager Contract Logistics ZL-R

hace 3 semanas

Santiago, Chile Kuehne + Nagel AS A tiempo completo

Build and foster great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference. Your Role Reporting to the VP of Contract Logistics, the Director of Customer Operations for Contract Logistics, will be responsible for building strategic partnerships across key customers to facilitate ways of working, drive positive experiences and enable business capabilities. With a special focus on maintaining a close overview of critical operations and leading the account management team of the top multi-sector customers within the market and respective verticals. Your Responsibilities

  • Single point of entry for general economic, contractual, operational, and IS-related topics which are relevant to all operations.
  • Orchestrate with different KN and customer stakeholders the prompt implementation of action plans while being an objective-neutral party seeking win-win and long-term solutions.
  • Drive customer centricity at all levels of the organization and relationships using the Contract Logistics customer engagement program tools.
  • Owner of the customer-specific engagement plan by creating positive experiences across the different touchpoints and moments of truth.
  • Identify opportunities to broaden the scope and add additional services to the existing business.
    Working closely with the Customer Engagement position to identify opportunities for innovation and front-end development on the global CE program.
  • Promote the correct implementation of the listening tools to secure that the right operational capabilities are in place to deliver on our promises and focus on offering high-quality results.
  • Develop and drive a robust process to manage customer feedback, prepare data analytics, consolidate national good practices and close critical gaps identified with segmented customers Renewal Strategy.
  • Steering and alignment of projects and financial targets across sites for the selected accounts, driving consistent service levels across multi-sector operations by monitoring and following up on the key performance indicators.
  • National reference point for customer communication within the respective vertical and other K+N stakeholders or functions.
  • Lead and coordinate the KN customer functions, developing outstanding solutions and commercial proposals to customers.

Your Skills and Experiences • +7 years of logistics, operations, or supply chain experience.
• Minimum 5 at management level.
• Strong understanding of Customer needs, behavior, and a bias for customer centricity.
• Mix of 3PL and Customer side employment experience is highly recommended.
• Strong leadership, relationship building, and influencing skills; politically able; proven ability to manage a matrix organization effectively.
• Operational and front-line Customer/Account management experience.
• Pragmatic approach to problem-solving management.
• Ability to evaluate business impact, prepare analytics and provide recommendations persuasively.
• Passion for excellence; Customer orientated.
• Ability to manage cross-functionally and across a global organization.
• Fluent in Spanish and English. #J-18808-Ljbffr

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