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.
Responsibilities and Duties
For detailed job-specific tasks and duties completed on a regular basis by the employee, please reference the CRDM Playbook. This section lists job-specific tasks and duties, such as the ones listed below, that are completed on a regular basis by the Customer Retention & Development Manager. This list may be edited to the specific job role.
1. Build a District Retention Program that includes coverage for all customers producing revenue in our District
2. Oversee strategic growth of LAM and CAM customers through regular business reviews
3. Assist Product Managers in developing Product level retention programs
4. Management of CAM's & LAM's
5. Facilitate monthly branch retention meeting
6. Develop and protect content driven business reviews that protect our core retention pillars:Confirm we are expertsAlign with Sales StrategyPerformance MetricsValue Add; Joint initiatives and quantify savings/cost avoidanceInformation which tells a story or prompts discussion (no data dumping)
7. Build and protect consistency in our branch and service offerings
8. Direct, drive and ensure that all new clients receive benefits from a formal transition
9. Measure and analyze Customer revenue trends and proactively communicate these trends
10. Drive consistency and usage of CRM through Product Mangers and Account Management Team
11. Ensure minimum call counts and reviews (Basic, Detailed, etc) are completed as per District goals
12. Coach and mentor direct reports to develop them professionally and personally
13. Ensure incremental improvements are made on building stronger customer relationships
14. Grow our revenue across multiple products and geographies
Qualifications
15. University or equivalent business qualifications
16. Minimum 5 years personnel management experience
17. Proven work experience in business development
18. Knowledge of Expeditors product and services
19. Knowledge of required Expeditors operating systems
20. Proficient in MS Office and CRM software
21. Strong oral, written, communication, and presentation skills
22. Strong analytics skills
23. Proven problem solving skills
24. Fluent in English