The Senior Client Manager will be responsible for delivering greater value and driving additional business with GCS client(s) through reliable service delivery and innovative supply chain development initiatives. This role requires building strong relationships with key stakeholders, understanding client strategies, and identifying opportunities for operational and commercial improvements.
Closing Date: March 8th 2024
Job Title: Senior Client Manager
Department: Global Customer Solutions (GCS)
Location: Heathrow, UK
Reports To: Account Director
Job Summary
The Senior Client Manager will be responsible for delivering greater value and driving additional business with GCS client(s) through reliable service delivery and innovative supply chain development initiatives. This role requires building strong relationships with key stakeholders, understanding client strategies, and identifying opportunities for operational and commercial improvements.
Key Relationships
- Key client stakeholders across relevant functions
- Internal GCS team
- Global network partners
- Customer suppliers
Key Responsibilities
Client Relationship Management
- Build, manage, and develop relationships with key client stakeholders across all relevant functions.
- Act as the ambassador for the client within EV Cargo and across the global network.
- Understand the client’s business and supply chain strategy and help shape future solutions to align with their goals.
Commercial & Account Development
- Identify and develop opportunities to add new business across the EVC group.
- Translate evolving client needs into innovative supply chain solutions offered by GCS.
- Develop and maintain a comprehensive Key Account Plan to capture account status, development initiatives, and future opportunities.
- Own and manage the customer P&L, contract, and commercial relationship.
- Contribute to tender documents and commercial proposals.
Operational Excellence
- Collaborate with the client to improve service levels and track value generation from specific initiatives.
- Ensure the seamless management of cross-trade business across global offices and partners.
- Create, update, and manage accurate tariffs across all modes, origins, and destinations.
- Ensure regular operational reports are accurate, timely, and insightful.
- Lead weekly operational meetings with internal teams and the client, owning follow-up actions and resolutions.
- Continuously update and improve all Standard Operating Procedures (SOPs) to ensure operational efficiency.
- Act as the escalation point for global operational issues, working closely with operations teams to resolve.
Data, Technology & Reporting
- Work with the EV Cargo Tech teams to understand and optimize the LIMA system, ensuring seamless integration with the client’s PO management and WMS systems.
- Ensure accurate documentation exists to support onboarding of new business areas.
- Own, create, and lead Quarterly Business Reviews (QBRs) and KPI reviews with the client.
- Provide detailed and accurate reporting for both internal and client-facing purposes.
Knowledge Sharing & Best Practice
- Proactively share best practices in account management and supply chain development across the GCS team.
- Create internal case studies and presentations to showcase successful initiatives.
- Coach and mentor existing Account Executives to develop their skills in client management.
On-Site & International Engagement
- Spend weekly on-site time with the client and account teams in Heathrow, as well as other UK operational sites.
- Travel internationally with the client for Annual Business Reviews (ABRs), factory visits, and supplier reviews.
Required Experience & Skills
- Strong client management and account development experience within the logistics or supply chain sector.
- Proven experience in delivering innovative supply chain solutions.
- Excellent stakeholder management, both internally and externally.
- Commercial acumen with the ability to manage P&L and contractual agreements.
- Operational knowledge across multiple transport modes (air, sea, road) and international trade.
- Ability to work cross-functionally and globally across different time zones and cultures.
- Strong analytical skills with experience in data-driven reporting and performance analysis.
- Experience with supply chain technology platforms, ideally including PO management and WMS systems.
- Ability to mentor and coach junior team members.
- Flexibility to travel regularly within the UK and internationally.
Location & Travel
- Primary location: Heathrow, UK
- Weekly on-site visits with the client and internal teams.
- Regular travel to other UK sites.
- International travel for client meetings, supplier visits, and reviews.
Additional Information
- This role may include other duties reasonably required in line with the overall purpose of the role.