Customer Relationship Management VP

About the Position

The CRM VP is responsible for the relationship management, retention, growth and the annual strategic business plan that will provide growth and continuous improvement to assigned accounts. Assigned accounts may customers in Logistics, Transportation, or Fleet Services with a high level of operating complexity. The job may manage a team of direct reports in Account Management. This role will own the peer-to-peer relationship with necessary stakeholders and current Kenco customers and will play the lead role in cultivating and evolving a long-term commercial strategy with customers that generally exceed $5MM in net revenue.  This key position will manage customers and work with Operations to deliver target, annual revenue goals and ensure customer satisfaction by creating partnerships which result in the growth of existing services and the cross-selling of additional products and services.

 

Functions

·         Understand pain points for the client and map relevant products, services and solutions to those, including working across Kenco Logistics, Transportation, or Fleet Services to develop customized solutions as appropriate.

·         Lead the effort along with Subject Matter Experts (SMEs) from the various business units to deliver the appropriate offerings and the right value proposition to the client including negotiating business terms of Statements of Work (SOWs).

·         Partner with current contacts to look for opportunities to expand current services both in existing customer areas as well as others.

·         Work with Sales to expand/up-sell programs to customer: This could be up-selling to the current client group and/or accessing additional contacts within the client and delivering.

·         Develop and execute annual business plans with assigned customers

·         Ensure the creation of and monitor monthly/quarterly published metrics, discuss any deviances/concerns with internal stakeholders (Operations, IT, HR) and escalate internally as needed. Communicate any resulting issues to the client.

·         Creates an agenda and attends Quarterly Business Reports (QBRs) for assigned customers.

·         Direct the development of the solution, Request for Proposal (RFP) response, and the value proposition for each opportunity with assigned accounts.

·         Lead as the primary liaison for key business sponsors within the customer’s organization: Build up and maintain key relationships and discern the strategic goals and plans of clients.

·         Act as the gatekeeper to clients and be the voice of clients within Kenco.

 

Qualifications

• Bachelor’s degree in Business, Finance, Marketing, Engineering, Logistics, or equivalent years of experience required. Equivalent years of experience is defined as one year of professional experience for each year of college requested.
• MBA a plus.
• For Logistics, minimum 10 years of experience in third-party logistics and/or supply chain management consulting
• For Fleet Services, minimum 10 years in Sales with proven success record; preferably prior experience selling Material Handling or similar equipment.
• Minimum 5 years sales/account/solutions management experience in third-party logistics (3PL), supply chain consulting, and/or transportation management operations.

·         The ability to set and execute growth driven strategy.

• Knowledge of global supply chain management
• Strong expertise in at least one, preferably two, of the following industries: Fast-moving Consumer Goods (FMCG), Consumer Durables, Healthcare, and Industrial
• Ability to negotiate profitable partner relationships in a 3PL environment with tier 1 customers.
• Excellent written and oral communication skills that demonstrate a proven ability to develop relationships with a range of internal and external customers.
• Excellent planning and organizational skills
• Ability to write routine reports and correspondence.

Competencies

·         Collaborative Leadership - Knows how to get things done through formal channels and the informal network while instilling a sense of purpose in others; sees connection to larger purposes 

·         Communicate for Impact - Devoting the time and resources necessary to communicate the strategic vision, direction, priorities, and progress of the team for which you are responsible

·         Customer Relationship Building - Having an intimate knowledge of the customer's changing needs and the ability to produce rapid results in all areas

·         Financial Acumen - Maintains and applies a broad understanding of financial management principles to ensure decisions are fiscally sound, responsible, and are strategically aligned

·         Leading Change - Ability to develop and imp