Customer Relationship Manager
2 weeks ago
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- Job by industries
Major/Key Accountabilities
National Strategy Development
- National/global account coordination
- Implement and drive key account joint business plans to achieve annual revenue objectives within respective growth and value categories
- Developing, selling, implementing, and evaluating business plans to meet or exceed financial goals
- Collaborating with multi-functional teams (Marketing, Finance, Logistics, Operations, among others) to develop strategies and plans
- Responsible for annual SLA’s
- Own, lead and participate in the identification of new business projects and opportunities within the National Key Accounts level.
- Negotiate at the head office level to drive sales strategy and growth opportunities through commercial negotiations with key accounts
- Establish sustainable long-term customer relationships and partnerships
- Create and exploit collaborative relationships utilizing CHEP Joint Value Creation and Extended Services Teams
- Complete and reinforce all Zero Harm policies
- Drive rate negotiations in partnership with the commercial manager
- Biannual top to top reviews with key customers (high level engagement)
- To develop productive working relationships with key contacts at all accounts within the national group
- To establish clear, measurable, and attainable goals for each account within the group and conduct regular evaluations/business reviews to ensure objectives are being achieved
- Facilitate collaboration workshops with key customers to drive a joint strategy for the year, driven through the account plan (comprising cost avoidance, growth and savings initiatives)
Position Purpose
- Annual revenue budget
- Revenue management and profitability growth
- Cash improvement targets of responsible account (s)
- Customer specific JBP plans
- National Sales Strategy
- Asset productivity
- Customer Satisfaction – NPS – Target of top quartile
- Employee satisfaction – Glint – Target of top quartile
Scope
- Responsible for the Sales, Customer Experience, and Joint Value Creation Strategy
- Annual Revenue Budget: R900m, across Manufacturers and Distributors affiliation’s
Authority/ Decision Making
- In line with internal authority levels
- Customer authority: customer proposals and pricing within agreed department parameters
Challenges
- High profile/ focus role.
- Dynamic and demanding market and customer environment- increasing competitor activity and potential new entrants.
- Large market share of the South African business in current FMCG sector makes core business growth difficult.
- Changes in customer’s organisations leading to customer decisions being managed by central procurement teams rather than our day to day contacts/decision makers.
- CHEP’s service offer now being seen as a commodity rather than an added value service proposition.
- The increase of automation in Manufacturer plants and Retailer DCs and the impact that may have on our current product quality offer.
- Change in mind-set and culture within teams, aligning our employees to our vision and strategy.
Qualifications
- Preferred degree qualified in a commercial or sales related area
- Essential Bachelor’s degree in commercial or business or related field of comparable experience
- Desired post graduate qualification
Experience
5+ years’ experience within:
- FMCG sales and account management
- Solution and strategic selling and/ or Logistics/ Supply Chain
- People management
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