Customer Relationship Manager - Manufacturers & Distributors at CHEP

Major/Key Accountabilities

National Strategy Development

• National/global account coordination
• Implement and drive key account joint business plans to achieve annual revenue objectives within respective growth and value categories
• Developing, selling, implementing, and evaluating business plans to meet or exceed financial goals
• Collaborating with multi-functional teams (Marketing, Finance, Logistics, Operations, among others) to develop strategies and plans
• Responsible for annual SLA’s
• Own, lead and participate in the identification of new business projects and opportunities within the National Key Accounts level.
• Negotiate at the head office level to drive sales strategy and growth opportunities through commercial negotiations with key accounts
• Establish sustainable long-term customer relationships and partnerships
• Create and exploit collaborative relationships utilizing CHEP Joint Value Creation and Extended Services Teams
• Complete and reinforce all Zero Harm policies
• Drive rate negotiations in partnership with the commercial manager
• Biannual top to top reviews with key customers (high level engagement)
• To develop productive working relationships with key contacts at all accounts within the national group
• To establish clear, measurable, and attainable goals for each account within the group and conduct regular evaluations/business reviews to ensure objectives are being achieved
• Facilitate collaboration workshops with key customers to drive a joint strategy for the year, driven through the account plan (comprising cost avoidance, growth and savings initiatives)

Position Purpose

• Annual revenue budget
• Revenue management and profitability growth
• Cash improvement targets of responsible account (s)
• Customer specific JBP plans
• National Sales Strategy
• Asset productivity
• Customer Satisfaction – NPS – Target of top quartile
• Employee satisfaction – Glint – Target of top quartile

Scope

• Responsible for the Sales, Customer Experience, and Joint Value Creation Strategy
• Annual Revenue Budget: R900m, across Manufacturers and Distributors affiliation’s

Authority/ Decision Making

• In line with internal authority levels
• Customer authority: customer proposals and pricing within agreed department parameters

Challenges

• High profile/ focus role.
• Dynamic and demanding market and customer environment- increasing competitor activity and potential new entrants.
• Large market share of the South African business in current FMCG sector makes core business growth difficult.
• Changes in customer’s organisations leading to customer decisions being managed by central procurement teams rather than our day to day contacts/decision makers.
• CHEP’s service offer now being seen as a commodity rather than an added value service proposition.
• The increase of automation in Manufacturer plants and Retailer DCs and the impact that may have on our current product quality offer.
• Change in mind-set and culture within teams, aligning our employees to our vision and strategy.

Qualifications

• Preferred degree qualified in a commercial or sales related area
• Essential Bachelor’s degree in commercial or business or related field of comparable experience
• Desired post graduate qualification

Experience

5+ years’ experience within:

• FMCG sales and account management
• Solution and strategic selling and/ or Logistics/ Supply Chain
• People management