Senior Manager/Director

2 weeks ago


Chandigarh, India Prozo Full time
Job Title: Senior Manager/Director - KAM, CEO’s OfficeLocation: Chandigarh Tricity (Panchkula) , IndiaRole Overview:In this crucial role, you will lead Prozo’s efforts to ensure client success and satisfaction by managing major accounts and overseeing a small team. You will drive client stabilization, handle escalations, and build strong relationships with senior stakeholders while working closely with the CEO’s Office. The ideal candidate will have a solid understanding of supply chain management (D2C experience preferred, not mandatory) and will play a crucial role in maintaining high client satisfaction and NPS scores.Responsibilities:Single Point of Contact : Serve as the primary liaison for all client-related requirements and escalations, ensuring seamless service delivery.KAM Reviews : Conduct regular, structured reviews of client accounts to assess service quality and identify improvement areas.NPS Ownership : Proactively gather and analyze Net Promoter Scores from clients, implementing strategies to maintain or enhance satisfaction levels.Account Deepening : Strategically identify opportunities for cross-selling and up-selling to enhance service provision and client engagement.Escalation Management : Act as the first response to client escalations, coordinating with regional operations for thorough Root Cause Analysis and effective Corrective and Preventive Actions.S&OP Coordination : Ensure timely sharing of business forecasts by clients to facilitate optimal service planning and execution.SoP Excellence : Maintain and improve Standard Operating Procedures post-client onboarding, ensuring adherence and driving procedural enhancements as needed.Qualifications:Education: Bachelor’s or higher degree in operations/supply chain management or a related field.Experience: At least 5 years in supply chain and logistics, including warehousing and logistics, with a minimum of 3 years in client management roles.Knowledge: Strong understanding of omni-channel/multi-channel warehousing and logistics operations, including Part Truck Load and Full Truck Load. Experience with D2C Freight is a plus but not mandatory.Leadership: Proven experience in leading and managing teams, with the ability to work effectively with senior leaders across different functions.Background: Candidates with experience in Third-Party Logistics (3PL) will be preferred.Skills: Excellent communication and analytical abilities, with a strong focus on problem-solving and strategic thinking.


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