Account Manager

If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying.

Location: Plumbago
Job Posting Title: Account Manager (Senior), Retention, Road Logistics
Time Type: Full Time

**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 / sales 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 su