Customer Retention & Development Manager

Job Description

• 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
• Assist Product Managers in developing Product level retention programs
• Management of CAM’s & LAM’s
• Facilitate monthly branch retention meeting
• 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 Mangers 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

Qualifications

• 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
• Fluent in English