Customer Retention and Development Manager (CRDM) in Guadalajara, Mexico

We take care of our employees, and they take care of our customers!

Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Our Mission

We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within – more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs – they’re chances to grow, do what you love and build a career with us!

SCOPE OF POSITION

Create, lead, communicate and maintain the vision and strategy for your district CRD program. Enable company growth strategy and ensure you are in sync with financial expectations; and understand how your role aligns to these expectations.  The CRD program represents 100% of district revenue; of which CRDMs primary focus should be on protecting, increasing market share and aligning the right resources to the top 90%.  The bottom 10% revenue should be monitored on a consistent basis for new business opportunities.

REPORTING STRUCTURE

Customer Retention and Development Manager reports directly to the District Manager of their branch, with dotted line reporting to their GEO regional leader.

PEER POSITION

Product Manager; District Sales Manager

JOB EXPECTATIONS & KEY RESPONSIBILITIES

•Focus on existing District revenue growth, new business development, customer satisfaction, market share increase by product and strengthening long term customers relationship.

•Retain current business and secure value add offering.

•Dedicate yourself to the success of Expeditors’ and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.

•Leading a Team of Revenue Developers

•Ensure your team is equipped with the necessary tools and skills to grow revenue through product & GEO diversification.

•Coach and mentor your team, and help them develop their careers through to the next level of account management or other positions within Expeditors.

•Ensure you have a strong #2 and a succession plan.

•Regularly attend customer calls with your team and provide constructive feedback accordingly.

•Stay current on training and awareness of technology tools, products and services.

•Ensure your tactical business plan is in line with district strategy.

•Determine business development strategy to ensure existing customer revenue growth.

•Exceptional Customer Experience

•Foster a culture of superior customer service throughout the department and district .

•Create a consistent and effective stream of customer touch points.

•Ensure local customers are set up for customer service success by validating customer expectations (SOPs) and KPIs are in place.

•Ensure customer complaints and service failures are corrected through the use of CAPA (corrective action plans).

•Ensure Customer Pulse Survey responses are reviewed monthly and appropriate action taken as per standards.

  Retention & Development

•Secure District Revenue growth for same store and local owned customers.

•Understand your customer retention rates through frequent use of the Vibrant Business Development Driver. Trend and implement corrective actions when necessary.

•Ensure all Account Managers are equipped with the necessary skills and are proficient to deliver exceptional customer business reviews.

•Ensure your district is active in creating as many customer touch points as possible; including consistent and effective meetings, seminars, customer training events, customer appreciation events, etc.

•Ensure all your Account Managers (mandatory for all CAM accounts accounts) have updated account strategies.

•Ensure all CHQ initiatives, i.e. GRI’s, ACH, yield management, etc., are actioned according to deadlines and expectations.

•Monitor accounts’ revenue trends, and ensure you have the right structure and AM in place to bring account to their full potential.

•Communicate and collaborate on best practices and lessons learned.

QUALIFICATIONS

• University or equivalent business qualifications

• Minimum 5 years personnel management experience (desirable)

• Proven work experience in business development

• Knowledge of Expeditors product and services

• Knowledge of required Expeditors operating systems

• Proficient in MS Office and CRM software

• Strong oral, written, communication, and presentation skills

• Strong analytics skills

• Proven problem-solving skills

• Charismatic with an ability to connect

• High Fit Profile for Predictive Index behavioral assessment

• Fluent English language

• Fluent Spanish language

MEASUREMENT OF SUCCESS

• •Account Managers meeting minimal expectations as set out by CHQ

• •Retention Rate

• •Revenue Growth

• •Market Share increase

• •Product & GEO diversification of all customers included in the Program

• •Relationship alignment

• •And other Indicators of progress

• •CRD program meeting minimal expectations as set out by CRD Program Measurements.  (Criteria : customer account management level – CAM, LAM & District ONLY.  GAM revenue & retention activities NOT included in CRD program measurements)

• •Retention rate (district)

• •District Revenue Change “Same Store Customers”

• •District Revenue Growth “Same Store Customers”

• •Local Product Diversification “Locally Owned Customers”

• •Global Revenue Change “Locally Owned Customers”

• •Global Revenue Growth “Locally Owned Customers”

• •And other indicators of progress

• •CRD Program to be measured in accordance to District Excellence Metrics