customer retention director contract logistics

hace 4 semanas

Ciudad de México, Ciudad de México Kuehne Nagel A tiempo completo

Are you ready for an exciting new leadership opportunity? We invite you to join one of the most successful international logistics organizations globally, Kuehne+Nagel.

Our branch in Cuautitlan Izcalli is looking for a CUSTOMER RENTENTION DIRECTOR to join our BUSINESS UNIT CONTRACT LOGISTICS team. 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.

The person filling this mission and the critical role will be required to provide leadership to all Contract Logistics sites operating services on behalf of the respective Customers, promoting collaboration within functional and operational areas, and other relevant stakeholders in the country, region, or corporate organizations to bring strategic customer initiatives to timely and satisfactory implementation.

Your Responsibilities

Operational Excellence

  • 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
  • Sparring partner for the relevant vertical owner in customer development to ensure seamless customer care handover from operations to the Customer Retention phase
  • Manage critical escalations effectively through the functional and operational KN organizations
  • Facilitate knowledge transfer between operations

Customer Experience

  • 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
  • Ensure that strong renewal strategies are in place for the selected accounts
  • Identifying risks and working with local teams and customers to mitigate them
  • Driving the strategic objective of +90% retention rate for multi-regional Customers in the respective Vertical
  • Lead and coordinate the KN customer functions, developing outstanding solutions and commercial proposals to selected customers

Service Performance

  • 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
  • Governance and execution of blueprint approach (ensure standard operations for all existing and potential new operations)
  • Identify and deliver innovation and improvement opportunities using resources from KN

Account Management

  • National reference point for customer communication within the respective vertical and other KN stakeholders or functions
  • Provide leadership and global steering to local or regional account managers where they are in place
  • Identify training needs for key KN personnel involved in account and support development
  • Establish and nurture the national community for the selected account – provide leadership and secure that corporate vision is well integrated across the contract managers
Your Skills and Experiences

  • +15 years of logistics, operations, or supply chain experience
  • Minimum 5 at senior 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
  • Proven commercial flair
  • Passion for excellence; Customer orientated
  • Ability to manage cross-functionally and across a global organization
  • Fluent in Spanish and English Good Reasons to Join At Kuehne+Nagel Mexico, we give you the opportunity to expand your knowledge, shape processes and generate innovative solutions in the exciting world of logistics. As the undisputed leader in this sector, we create a diverse, collaborative environment, driven by the latest technologies, where you will work alongside highly motivated, customer-focused colleagues - all over the world

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