Customer Retention Director Contract Logistics

hace 2 semanas

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

Job Description

We are seeking a highly experienced and skilled Customer Retention Director Contract Logistics to join our team at Kuehne+Nagel. As a key member of our Contract Logistics team, you will be responsible for building and maintaining strategic partnerships with our key customers, driving positive experiences, and enabling business capabilities.

Your Responsibilities

Operational Excellence

  • Single point of entry for general economic, contractual, operational, and IS-related topics 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

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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