Job Title

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 metricsExperience in implementing CRM tools and service automationStrong leadership, problem-solving, and negotiation skillsAbility to design customer retention and growth strategiesEnglish : Advanced (Business conversation)Visa (essential) Sentri (Preferential)