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Customer Relationship Manager-FRA
il y a 3 semaines
CRYOPDP, now part of DHL Supply Chain, has been dedicated to finding solutions for the transport of time - and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. We are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide.
OVERALL MISSION :
The Client Relationship Manager will interface with our top clients to guarantee customer satisfaction. They will implement temperature-controlled transport solutions in compliance with the commitments made and collaboration with the commercial team.
This person is responsible for ensuring that the key client's business and satisfaction is always at the heart of CRYOPDP's strategic approach.
MAIN CONTRIBUTION :
- Proactively initiate follow-up of client requests to ensure client satisfaction and growth.
- Validate new opportunities to achieve account plan, revenue and client satisfaction targets.
Implements and manages the process required for successful service performance in line with the quality/ regulatory requirements and the SOP/SLA agreed with the customer.
ensure the quality of the communication (internally and externally)
- set up and follow relevant KPIs for ensuring the quality service vs commitment to the client
- Organize internal/external meetings as needed and attend the quarterly business reviews with the Business Development team and client.
- Participate in face to face meetings with the Business Development team when required.
- Ability to identify client's needs/challenges and contribute to retention and growth efforts.
- Provide FR team client specific instructions/training in order to ensure the right level of knowledge and skills expected by the customer
- Develop a shared Customer Experience culture in the FR office.
- Suggest continuous improvement in order to enhance the service performance and challenges to find the most efficient solution (cost versus service)
- Manage the customers CAPA and suggest corrective actions in order to ensure improvement for the future
- Be proactive and anticipate new ideas and business implementation tools
- Participate in the planning and implementation of projects and tenders as needed
- Guarantee the margin applied (target : annual defined by pricing) for "exclusivity" type services
- Guarantee the conversion rate of quotes linked to his/her portfolio (target : annual, defined by the department manager)
