Build and foster great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference. Your Role Reporting to the VP of Contract Logistics, the Director of Customer Operations for Contract Logistics, will be responsible for building strategic partnerships across key customers to facilitate ways of working, drive positive experiences and enable business capabilities. With a special focus on maintaining a close overview of critical operations and leading the account management team of the top multi-sector customers within the market and respective verticals. Your Responsibilities Single point of entry for general economic,contractual, operational, and IS-related topics which are relevant to alloperations.Orchestrate with different KN and customer stakeholders the promptimplementation of action plans while being an objective-neutral party seekingwin-win and long-term solutions.Drive customer centricity at all levels of theorganization and relationships using the Contract Logistics customerengagement program tools.Owner of the customer-specific engagement plan by creating positiveexperiences across the different touchpoints and moments of truth.Identify opportunities to broaden the scope and addadditional services to the existing business.
Working closely with the Customer Engagement position to identifyopportunities for innovation and front-end development on the global CE program.Promote the correct implementation of the listening tools to secure that theright operational capabilities are in place to deliver on our promises andfocus on offering high-quality results.Develop and drive a robust process to manage customer feedback, prepare dataanalytics, consolidate national good practices and close critical gapsidentified with segmented customers Renewal Strategy.Steering and alignment of projects and financialtargets across sites for the selected accounts, driving consistent servicelevels across multi-sector operations by monitoring and following up on the keyperformance indicators.National reference point for customer communicationwithin the respective vertical and other K+N stakeholders or functions.Lead and coordinate the KN customer functions,developing outstanding solutions and commercial proposals to customers.
Your Skills and Experiences • +7 years of logistics, operations, or supplychain experience.
• Minimum 5 at management level.
• Strong understanding of Customer needs, behavior, and a bias for customercentricity.
• Mix of 3PL and Customer side employment experience is highly recommended.
• Strong leadership, relationship building, and influencing skills; politicallyable; proven ability to manage a matrix organization effectively.
• Operational and front-line Customer/Account management experience.
• Pragmatic approach to problem-solving management.
• Ability to evaluate business impact, prepare analytics and providerecommendations persuasively.
• Passion for excellence; Customer orientated.
• Ability to manage cross-functionally and across a global organization.
• Fluent in Spanish and English.
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