Senior Manager, Client Retention, Contract Logistics

DSV · Gauteng

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Tertiary Qualifications

Basic knowledge of Warehouse Management Systems and ERPs working knowledge of CargoWRITE preferable
Knowledge of MS Dynamics & of the DSV Contract Logistics CSP

Very good knowledge of the Contract logistics Industry, the verticals, the players including competitors.
Strong negotiation and issue resolution skills.
Strong communication skills.

MAIN PURPOSE OF THE ROLE

Responsible for: Customer Account Management all verticals other than healthcare, Communications, customer consultations & Commercial monitoring

Responsible for Customer retention and Customer engagement strategy and execution through the Key Account Managers. Responsible to determine strategy and operational approach and oversee all engagement collateral. Also, I am responsible for developing processes for Customer feedback and to share that with Exco and any relevant functional areas.
Responsible for working with DSV Global structures in regard to Platinum and Gold Customers.
Develop a system for better and more strategic insight into our Customers business and share that with business. Also stay in touch with market-related trends and legislation or changes in the verticals in which you operate.
Monitor and trend customer revenue and EBIT.
Responsible for internal Communication Customer relevant only and external business communication Customer relevant only through the Communications team.
Through the Commercial administrator who will have a dotted line to the Senior Director Commercial, are responsible for the following: maintaining a Customer Communications database.
Maintaining a customer annual increase control sheet.
Preparing annual increase notifications for customers
Maintaining the MS Dynamics portal
Acting as the point of contact for the DSV Customer survey
Maintaining a contract status sheet and advising business and commercial with at least 6 months' notice that a contract is expiring.
Co-ordinate compliance questionnaires receive and direct - Due diligence, sustainability, IT, security and quality

Monthly Business review
Quarterly business review
Executive review [and updating as required
Responsible for executing any customer consultations for example the enviro fee directive from DSV

Monitoring the sales process
Monitoring the annual increases
Monitoring extensions and scope extensions
Monitoring renegotiations/renewals/retention RFP's
Monitoring existing guaranteed annual CIP's that engineers implement
Ensuring base commercial principles are in place
Responsible to manage any Customer escalations and oversee resolution and responsible to resolve commercial disputes with customers.
Responsible for building out the power BI reporting capabilities as a value added service to customers and for driving standardization.
Responsible for preparing budgets for Commercial Department and for managing costs within budget. Also responsible for monthly variance reporting

Drive the preparation, production, and delivery of tenders and proposals, including presentations to clients.
Manage processes for various tender types, such as RFIs Request for Information, RFQs Request for Quotation, RFPs Request for Proposal, and spot quotes obtained from relevant department heads.

Supervision of the Key Account Managers and Commercial Administrator and supporting and developing the team.
People management – recruit, train, develop and performance/conduct management