Program Manager

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.