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Senior Manager/Director

4 weeks ago

Chandigarh, Chandigarh, India Prozo Full time
Job Title: Senior Manager/Director - Client Success Lead

Location: Chandigarh Tricity (Panchkula), India

Role Overview:

In this critical position, you will lead Prozo's efforts to ensure client satisfaction and success 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.