Account Manager

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 / 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.

DSV – Global transport and logistics
Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let's grow together as we continue to innovate, digitalise and build on our achievements.

With close to 160,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers' needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don't just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere
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Disclaimer
: Due to the high volume of applications received, only shortlisted candidates will be contacted. Should an external candidate not hear from us within four (4) weeks following their application, they should consider their application unsuccessful. Strictly fair and non-discriminatory selection procedures will be followed. We use Affirmative Action (AA) measures in an endeavor to redress the disadvantages in employment experienced by designated groups. Where possible, preference will be given to candidates from the designated groups as defined in the Employment Equity Act and in line with DSV's Employment Equity plans. DSV reserves the right to defer or close a vacancy at any time.