Customer Retention & Development Manager (CRDM)

Job Description

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.

• 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

• Exceptional Customer Service: Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

• Job Execution: Consistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

• Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

• Collaboration: Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

• Communication: Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers.  Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

• Culture: Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humour, and Visionary. 

• Personal Growth and Development: Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

• Employee Development: Properly on-boards new hires and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate, and honest. Conducts regular one-one-ones and an annual review for employees. Has development plans in place for employees that addresses competency gaps and/or prepares employees for growth. Ensures employees complete 52 hours of relevant training yearly and that required training is completed timely. Fosters a climate of compliance within the team, including to company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment and trust. Develops a #2.

• Financial Excellence: Protects the financial health of the company by monitoring department expenses and staying within budget. Positively impacts revenue by supporting district growth and expense control goals.

• Operational Excellence: Monitors and improves District Excellence and Global Business Operations metrics tied directly to their service. Maps and understands department process flow, while constantly looking for areas to improve efficiency and customer service (internal and external).  Effectively manages capacity and productivity of department and team members. Successfully executes a department Tactical Business Plan, providing regular updates to team and branch leadership.

• Business Development : Contributes to the growth of the District’s business by supporting the pursuit, transition, retention and growth of customers and by improving the customer experience. Acts as the subject matter expert for the manager’s scope of responsibility and provides solutions and technical assistance to customers (both internal and external).

Qualifications

• Leadership
• Emotional intelligence
• Leading change
• Adaptability
• Presentation skills
• Analytical thinking
• Problem solving
• Strategic Planning
• Sales and business development
• 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

Additional Information

Expeditors offers excellent benefits:

• Private Medical Insurance
• Employee Assistance Programme 
• Pension Scheme
• Life Assurance
• Bike to work scheme
• Employee Stock Purchase Plan 
• Training and Personnel Development Programme
• 26 WFH days annually