Customer Retention & Development Manager

Customer Retention & Development Manager

• Full-time

"We're not in the shipping business; we're in the information business" - Peter Rose, Expeditors Founder Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

• 15,000 trained professionals
• 250+ locations worldwide
• Globally unified systems

Support and drive both business retention and development through existing Expeditors’ customers. Maintain a CRD structure (both in resources & skills) that allows you to service & grow your customer base. Ensure you are in sync with company strategy & financial expectations and understand how your role aligns to these expectations. Responsibilities and Duties For detailed job-specific tasks and duties completed on a regular basis by the employee, please reference the CRDM Playbook. This section lists job-specific tasks and duties, such as the ones listed below, that are completed on a regular basis by the Customer Retention & Development Manager. This list may be edited to the specific job role.

• Build a District Retention Program that includes coverage for all customers producing revenue in our District
• Oversee strategic growth of LAM and CAM customers through regular business reviews
• Management of CAM’s & LAM’s
• Facilitate monthly branch retention meetings
• Develop and protect content-driven business reviews that protect our core retention pillars:
  • Confirm we are experts
  • Align with Sales Strategy
  • Performance Metrics
  • Value Add; Joint initiatives and quantify savings/cost avoidance
  • Information which tells a story or prompts discussion (no data dumping)
• Build and protect consistency in our branch and service offerings
• Direct, drive and ensure that all new clients receive benefits from a formal transition
• Measure and analyze Customer revenue trends and proactively communicate these trends
• Drive consistency and usage of CRM through Product Managers and Account Management Team
• Ensure minimum call counts and reviews (Basic, Detailed, etc) are completed as per District goals
• Coach and mentor direct reports to develop them professionally and personally
• Ensure incremental improvements are made on building stronger customer relationships
• Grow our revenue across multiple products and geographies

Minimum Qualifications:

• University or equivalent business qualifications
• Minimum 5 years personnel management experience
• 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

Expeditors offers excellent benefits, contact us to find out more about our great company! #J-18808-Ljbffr