Objective:
responsible for developing and implementing strategies that encourage the sale of additional products or services to customers who have already made a purchase or are considering making one.
responsibilities :
* design and implementation of strategies to improve customer satisfaction and key account retention.
* monitor the performance of customer service and kam teams, ensure kpi compliance.
* implement and monitor satisfaction surveys (nps and ces).
* coordination with business areas.
* active participation to solve operational issues.
* identify opportunities to enhance the growth of clients.
* development and implementation of crm.
* implement an effective escalation process to solve problems.
* promote a culture of responsibility and within the team.
* develop training and growth plans for customer service teams.
* implement measurement and reduction of churn in key clients.
requirements:
* minimum of 5 years of experience in leading cross-selling teams and key account management in the logistics sector.
* advanced knowledge of nps, ces, and customer satisfaction metrics
* experience in implementing crm tools and service automation
* strong leadership, problem-solving, and negotiation skills
* ability to design customer retention and growth strategies
* english : advanced (business conversation)
* visa (essential) sentri (preferential)