Program Manager
6 months ago
**Customer Management**
- Focal point for invoice disputes or escalations and work with local team on solutions
- Prepare and present monthly performance meeting to customers and this is not limited to other required meetings relating to customs and key topics.
- Responsible for the customers’ claims and legal management for missing or damaged cargo.
- Implementation of new processes involving shuttles set-up, SOPs review for customer special requirements.
- Provide overview of the activity with weekly conference call with customer where applicable.
- Assist to answer to customer queries on new traffics enquiries.
- Follow up on missing and new lanes quotes and prepare spot quotes.
- Ensure all shipments are dealt with timely by the Customer Service team.
**Perform lobbying actions**
- Identify Key Accounts’ international transport and Logistics decision-makers and specifiers and achieve the widest knowledge possible (activities, subsidiaries, decision structures )
- Sent sales leads to network in order to increase the penetration among the worldwide key accounts.
- Establish a referencing strategy for international accounts (decision makers, accounts mapping, lines of approach )
**Commercialize and argue sales offer**
- Representing to Key Accounts whose reporting needs a centralized and collaborative action (multi-scope)
- Undertake necessary lobbying among prospect Key Accounts in to acknowledge and to give the opportunity to participate for future Tenders.
- Sell the services supported by internal expertise**.**
**Provide consistent tariff offers**
- Determine a tariff policy in conjunction with Operational directors and a consistent organization between various implicated site.
- Establish, confirm and update tariff offers and write contracts in coordination with Legal Services.
- Answer to tenders.
- Participate in conjunction with Purchasing Department to negotiation among Suppliers.
- Review and provide quotation for special transport which is not included in the global rate or new lanes
- Updating and maintenance of SOPs and rates based on new lanes
**Assist and support concerned operational services**
- Transfer obtained contracts to operation in order to ensure required customer quality service to customers.
- Support services or operation sites via appropriate information on operational procedures to apply.
- Act as a key coordinator, intervene among sites and participate to dispute settlement.
- Monitor customers account profitability and problems linked to receipts with site manager.
**Reports**
- Prepare relevant reports for customers
- Prepare monthly updates and analysis for management review.
- Consolidate statistical elements from various operation site and achieve a monthly reporting vision of the business (monthly evolution flows analysis of sales revenue and profitability)
- Report sales actions undertaken to perpetuate and develop Customer Accounts. Prospect new customers based on criteria define by General Direction.
- Participate to meetings settled by hierarchy and update CRM with weekly activities and monthly reports.
**Requirements**:
**Technical**
- Minimum of 5 years in key account management in air and or sea freight forwarding industry
- Excellent communication
- Team player
- Solution finder
- Able to think out of the box
- Rigorous
- Excellent inter-personal skills
- Thoroughness
- Organized
- Responsive
- Negotiation skills
**Behavioural**
**Language**
- Fluent and technical English.
- French highly recommended.
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