Senior Client Retention Manager

SUMMARY:
SENIOR CLIENT RETENTION MANAGER - CONTRACT LOGISTICS - JOHANNESBURG

POSITION INFO:
The main purpose of the role: Responsible for Customer Account Management (all verticals other than healthcare), Communications, customer consultations & Commercial monitoring. Responsibilities: Customer retention and Customer engagement strategy and execution through the Key Account Managers. Determining strategy and operational approach and overseeing all engagement collateral. Developing processes for Customer feedback and sharing them with Exco and any relevant functional areas. Working with Global structures regarding Platinum and Gold Customers. Develop a system for better and more strategic insight into our customers' business and share that with business and stay in touch with market-related trends and legislation or changes in the verticals. Monitor and track customer revenue and EBIT. Responsible for internal Communication (customer-relevant only) and external business communication (customer-relevant only) through the Communications team. 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 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 Requirements: Logistics \/ Supply Chain\/bachelor's degree (general or specialised) 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, verticals, the players (including competitors) Strong negotiation and issue resolution skills. Strong communication skills. Advanced Microsoft Office skills Preferably 5 years of management experience. At least 5 years' experience in contract logistics.