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
Directly to the District Manager with dotted line reporting to LATAM Regional Leader.
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.
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
MEASUREMENT OF SUCCESS
Account Managers meeting minimal expectations as set out by Expeditors' HQ
Product & GEO diversification of customers
And other Indicators of progress
CRD program meeting minimal expectations as set out by CRD Program Measurements.
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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