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    Customer Retention Manager Contract Logistics - Santiago, Chile - Kuehne Nagel

    Kuehne Nagel
    Kuehne Nagel Santiago, Chile

    hace 5 días

    Default job background
    OTHER
    Descripción
    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.
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