Senior Manager, Client Retention, Contract Logistics at DSV

Tertiary Qualification(s):

• Logistics / Supply Chain / bachelor’s degree (general or specialized) 

Additional Computer Skills:  

• Basic knowledge of Warehouse Management Systems and ERPs (working knowledge of CargoWRITE preferable)
• Knowledge of MS Dynamics & of the DSV Contract Logistics CSP

Job-related Requirements: 

Knowledge - compulsory:

• Very good knowledge of the Contract logistics Industry, the verticals, the players (including competitors).
• Strong negotiation and issue resolution skills.
•  Strong communication skills. 

Computer Skills - compulsory:

• Advanced Microsoft office skills 

Education and/or Experience - compulsory:

• Bachelor’s degree or the like.
• Preferable 5 years management experience.
• At least 5 years’ experience in contract logistics. 

Language Skills - compulsory: 

• Very good verbal and written English communication skills.

MAIN PURPOSE OF THE ROLE

• Responsible for: Customer Account Management (all verticals other than healthcare), Communications, customer consultations & Commercial monitoring

DUTIES & RESPONSIBILITIES: 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for Customer retention and Customer engagement strategy and execution through the Key Account Managers. Responsible to determine strategy and operational approach and oversee all engagement collateral. Also, I am responsible for developing processes for Customer feedback and to share that with Exco and any relevant functional areas.
• Responsible for working with DSV Global structures in regard to Platinum and Gold Customers.
•  Develop a system for better and more strategic insight into our Customers business and share that with business. Also stay in touch with market-related trends and legislation or changes in the verticals in which you operate.
• Monitor and trend customer revenue and EBIT.
• Responsible for internal Communication (Customer relevant only) and external business communication (Customer relevant only) through the Communications team.
• Through the Commercial administrator (who will have a dotted line to the Senior Director Commercial, are responsible for the following: maintaining a Customer Communications database.
• Maintaining a customer annual increase control sheet.
• Preparing annual increase notifications for customers
• Maintaining the MS Dynamics portal
• Acting as the point of contact for the DSV Customer survey
• Maintaining a contract status sheet and advising business and commercial with at least 6 months’ notice that a contract is expiring.
• Co-ordinate compliance questionnaires (receive and direct) - Due diligence, sustainability, IT, security and quality

Maintaining the following masters:

• Monthly Business review
• Quarterly business review
• Executive review [and updating as required
• Responsible for executing any customer consultations (for example the enviro fee directive from DSV

Commercial monitoring, which entails: 

• Monitoring the sales process
• Monitoring the annual increases
• Monitoring extensions and scope extensions
• Monitoring renegotiations/renewals/retention RFP’s
• Monitoring existing guaranteed annual CIP’s (that engineers implement)
• Ensuring base commercial principles are in place
• Responsible to manage any Customer escalations and oversee resolution and responsible to resolve commercial disputes with customers.
• Responsible for building out the power BI reporting capabilities as a value added service to customers and for driving standardization.
• Responsible for preparing budgets for Commercial Department and for managing costs within budget. Also responsible for monthly variance reporting

Retention RFP’s (for specific customers only):

• Drive the preparation, production, and delivery of tenders and proposals, including presentations to clients.
• Manage processes for various tender types, such as RFIs (Request for Information), RFQs (Request for Quotation), RFPs (Request for Proposal), and spot quotes     obtained from relevant department heads. 

OTHER DUTIES:

• Travel (reasonable)
• Entertainment (reasonable) 

SUPERVISORY RESPONSIBILITIES: 

• Supervision of the Key Account Managers and Commercial Administrator and supporting and developing the team.
• People management – recruit, train, develop and performance/conduct management