Head of Retention Management, Intercontinental

Vor 4 Tagen

Hamburg, Deutschland DB Schenker Vollzeit

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

Position Accountabilities: This role will report directly into the Regional Head of Intercontinental Supply Chain Solutions (ISC) and shall interface actively with ISC teams, customers, operational stakeholders, business units and commercial account management.

While sustaining customer value differentiation, this position will manage a team of program managers to reduce complexity and cost to serve and ensure sustainable first-generation data quality from the customer’s supply chain network participants.

The Head of Retention Management will oversee & manage active customer retention in the region and will drive customer success by ensuring the implemented customer promise is kept and the value proposition advances.

Tasks: ISC Governance Model
- Drive the implementation of the ISC Governance Model to existing ISC accounts in Europe
- Establish the “Destination Support Model” to ensure ISC customers are properly attended to by an ISC program manager from the team
- Drive customer health checks to identify process improvements and / or re-implementation efforts
- Actively liaise with the ISC Implementation-team so that re-implementations / improvement programs are completed as per customer requirements and scope of work. Avoid potential scope creep
- Ensure each European ISC Program Manager is managing their customers in line with the ISC Governance Model which includes (re-)implementation, SOP creation & updates, KPI definition & review, QBRs, customer value programs, data quality improvements

Ensure operational excellence for key accounts
- Ensure that customer expectations are exceeded
- Establish and deploy a single point of contact program, making it seamless for customers to work with DBS
- Ensure a harmonized and sustainable service level (cross-country / cross-regional)
- Interface operational requirements with IT- / solutions-driven process flows
- Drive required developments in systems, resources, and facilities
- Serve as escalation point for customer retention topics
- Represent program management in meetings with prospects

Drive supply chain improvements
- Implement new processes, standards, guidelines when required
- Actively participate in the global Retention Management-team and represent ISC Europe Program Management in cross-regional discussions
- Conceptually develop Customer Business Review concepts & Value Growth projects together with the global ISC Retention Management-team
- Transfer findings from the global ISC Retention Management-team to European use cases & drive the conceptual implementation of those in Europe
- Responsible that each customer has a multi-year retention program and that it is realized. Identify & manage joint value projects to ensure win-win situations for customers and DB Schenker

Retention management & business growth
- Liaise internally with different Products teams to drive performance improvements / corrective action when performance falls below required levels, and initiate corrective actions with relevant internal functions
- Ensure business continuity and above-average retention rates
- Drive business growth with selected key accounts

Team Management
- Lead and manage a team of program managers with assigned customers
- Hire new team members and ensure proper induction is provided
- Ensure an appropriate and balanced workload for individual team members and the team overall
- Ensure that the team adhere to service standards / SLA covering all SOW agreed with customers
- Maintain high levels of internal training

**Requirements**:
To be successful in the above role, the incumbent should possess/ display the following key skills/ attributes:

- Bachelor’s degree in Logistics, Business Administration, International Management or similar. Advanced degree or equivalent preferred
- Minimum 7 years job experience in ocean freight incl. operational procedures in ocean freight
- Management experience in leading a customer specific control tower / operational team is beneficial
- Relevant skills and experience in IT / solutions (order management is a must, freight management is beneficial)
- Understanding of operational implications is a must
- Project management and change management skills
- Fluent in English
- Confident presentation skills and experience in working with key accounts
- Analytical skills and structured approach, detail-oriented mentality and data-driven
- Ability to focus on customer service as a core value, increasing operational efficiencies and setting and monitoring high standards of quality
- Proactive, result oriented and customer focused
- Independent and able to steer

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