Customer Retention & Development Manager
Expeditors
Alajuela, Provincia de Alajuela, cr
hace 6 días

SCOPE OF POSITION

  • Create, lead, communicate and maintain the vision and strategy for SJO CRD program.
  • Ensure you are in sync with company strategy and financial expectations; and understand how your role aligns to these expectations.
  • The CRD program represents 100% of district revenue; of which CRDMs primary focus should be on protecting and aligning the right resources to the top 90%.
  • The bottom 10% revenue should be monitored on a consistent basis for opportunities

    REPORTING STRUCTURE

  • Directly to the District Manager with dotted line reporting to LATAM Regional Leader.
  • PEER POSITION

  • Product Manager; District Sales Manager
  • JOB EXPECTATIONS & KEY RESPONSIBILITIES

  • Dedicate yourself to the success of Expeditors’ and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.
  • Leading a Team of Revenue Developers
  • Ensure your team is equipped with the necessary tools and skills to grow revenue through product & GEO diversification.
  • Coach and mentor your team, and help them develop their careers through to the next level of account management or other positions within Expeditors.
  • Ensure you have a strong #2 and a succession plan.
  • Regularly attend customer calls with your team and provide constructive feedback accordingly.
  • Stay current on training and awareness of technology tools, products and services.
  • Ensure your tactical business plan is in line with district strategy.
  • Exceptional Customer Experience
  • Foster a culture of superior customer service throughout the department and district.
  • Create a consistent and effective stream of customer touch points.
  • Ensure local customers are set up for customer service success by validating customer expectations (SOPs) and KPIs are in place.
  • Ensure customer complaints and service failures are corrected through the use of CAPA (corrective action plans).
  • Ensure Customer Pulse Survey responses are reviewed monthly and appropriate action taken as per standards.
  • Measure for Success
  • Ensure the CRD measurements & indicators of progress’ reports are reviewed and managed frequently so that your district meets our minimum CRD program expectations.
  • Ensure the AM measurements and indicators of progress reports are reviewed and managed frequently so that your account managers are set up for success in meeting revenue and retention expectations.
  • Retention & Development

  • Study and understand your customer retention rates through frequent use of the Vibrant Business Development Driver. Trend and implement corrective actions when necessary.
  • Ensure all Account Managers are equipped with the necessary skills and are proficient to deliver exceptional customer business reviews.
  • Ensure SJO district is active in creating as many customer touch points as possible; including consistent and effective meetings, seminars, customer training events, customer appreciation events, etc.
  • Ensure all your Account Managers have updated account strategies.
  • Monitor accounts’ revenue trends, and ensure you have the right structure and AM in place to bring account to their full potential.
  • Communicate and collaborate on best practices and lessons learned.
  • Qualifications

  • Must have a valid Costa Rica work permit
  • Fluent in Spanish and English
  • University or equivalent business qualifications
  • Minimum 5 years personnel management experience
  • Proven work experience in business development
  • Knowledge of Expeditors product and services
  • Knowledge of required Expeditors operating systems
  • Proficient in MS Office and CRM software
  • Strong oral, written, communication, and presentation skills
  • Strong analytics skills
  • Proven problem solving skills
  • Charismatic with an ability to connect
  • Additional Information

    MEASUREMENT OF SUCCESS

  • Account Managers meeting minimal expectations as set out by Expeditors' HQ
  • Retention Rate
  • Revenue Growth
  • Product & GEO diversification of customers
  • Relationship alignment
  • And other Indicators of progress
  • CRD program meeting minimal expectations as set out by CRD Program Measurements.
  • Retention rate
  • District Revenue Change Same Store Customers
  • District Revenue Growth Same Store Customers
  • Local Product Diversification Locally Owned Customers
  • Global Revenue Change Locally Owned Customers
  • Global Revenue Growth Locally Owned Customers
  • And other indicators of progress
  • CRD Program to be measured in accordance to District Excellence Metrics
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