Main Purpose of The Role:

• The retention account manager is responsible for nurturing and expanding relationships with an organization’s most significant clients. This role involves strategic planning, consistent communication, and in-depth understanding of client needs to ensure satisfaction and loyalty.
• By acting as the primary liaison between the clients and various internal departments, the account manager ensures seamless service delivery and identifies opportunities for business growth.
• This individual will also analyze client metrics and market trends to tailor solutions, thereby driving revenue and fostering long-term partnerships. 

Minimum Requirements:

• Proven experience – Minimum 5 years Key Account Management / Retentions experience in the logistics industry.
• Strong presentation and public speaking skills
• Demonstrated success in managing and growing key accounts in a region and meet monthly and annual retention targets that have been set. 
• Support all aspects of the account relationship as a primary point of contact for customer 
• Ability to investigate and resolve customer complaints, concerns, and discrepancies in a timely manner. 
• Ability to analyze and interpret sales data and account performance metrics
• Collaborate with internal teams to address customer issues effectively. 
• Maintain accurate records of customer interactions, transactions, and enquiries via CRM. 
• Generate key performance monthly reports as needed to track customer service metrics and performance. 
• Identify root causes of customer issues and implement solutions to prevent recurrence. 
• Communicate customer feedback and insights to relevant stakeholders for continuous improvement. 
• Strive to exceed customer expectations by delivering exceptional service and building strong relationships. 
• Help identify all potential risks and develop mitigation plans. 
• Identify and implement continuous Improvement initiatives. 
• Maintain client base as per MAS requirement, grow revenue via extraction of additional opportunities within the client base. 
• Work closely with Operations to deliver high level of service to customers. 
• Works with Finance as needed to collectively resolve any discrepancies and assist with invoice and payment resolution. 
• Proactively manage and monitor and present customer/’s KPI’s through data quality processes. 
• Become a part of an account focused cross-functional team that proactively participates in the account planning, sales support & delivery process. 
• Analysis of sales-related information and report weekly to the regional sales manager. 
• Maintaining client data and updating regularly. 
• Continuous reporting on competitor and industry analysis. 
• Assist in tender/proposal production and delivery (preparation and presentation) 
• Create sustainable value for customers by adopting an innovative approach to their business. 
• Meet the expected client call ratio KPI as indicated by your manager and agreed MAS in achieving retention targets set. 

Electives

• Strong personal characteristics, energy, drive, focus, motivation, responsibility. 
• Self-motivated and ability to use own initiative, with the ability to work without supervision. 
• Well-developed time management skills – ability to work to deadlines and with timetables. 
• Multitasking is essential. 
• Project management of initiatives where required. 
• The ability to seek opportunities for synergy and integration 
• Business acumen – analyzing financial information, dealing with complexity, problem solving and using sound judgment. 
• Identifying critical operational or other issues and recommending solutions 
• Ability to continuously review / refine processes to achieve the optimal solution 
• Strong administrative skills with high attention to detail 
• Strong business development skills 
• Strong negotiation and conflict resolution skills 

Computer packages:

• MS Outlook, Excel, PowerPoint (Intermediate).
• Advanced skill would be advantageous.

Qualifications:

• Matric (Essential).

Duties and Responsibilities:

• Maintain and grow the existing client base in the distribution market for the allocated region and meet monthly and annual retention targets that have been set. 
• Manage client relationships. 
• Monthly billing and financial reporting shared with the various stakeholders. 
• General administrative duties – daily. 
• Represent the DSV brand. 
• Analysis of sales related information and report weekly to Regional Sales Manager. 
• Maintaining client data and update regularly. 
• Continuous reporting on competitor and industry analysis. 
• Assist in tender/proposal production and delivery. (preparation and presentation) 
• Create sustainable value for customers by adopting an innovative approach to their business. 
• Ensure that the required monthly and accumulative targets are met. 
• Implementation and communication of signed business is shared with all stakeholders. 
• Management of debtor’s days of clients within the company’s requirements. 
• Ensure regular Inter department communication. 
• Identifying cross silo solutions and work with other Department heads to ensure successful partnerships. 
• Ensure all client files are updated and maintained as per the company procedures and Quality Management System. 
• Carry out any other duties as may be requested by Management. 
• Update and maintain the internal CRM System. 
• Meet the expected client call ratio KPI as indicated by your manager.