Job Description

Geodis – Operational Customer Success Manager

Role intent: Drive and maintain operational excellence to support satisfaction and development of Global Account Prospects (from business retention to acquisition and re-engineering)
Be the Corporate point of entry for the customer in order to make it easy to do business with GEODIS
Co-animate with the Global Sales Director the customer relationship
Get a full understanding of customer supply chain and challenges to be able to identify services to propose and operational focus
Set up with Regions, Lines of Business, Control Towers processes, and governance to guarantee and maintain Operational Excellence in a portfolio of 3-5 strategic accounts
Trigger and monitor the network Improvements & performance initiatives
Set Operational KPIs / Dashboards to provide an aggregated view of operational performance
Provide and support to Business Development organization with operational inputs for tender or projects; Set-up and manage SoP and SLA with internal stakeholders
Contribute to Global Account plan and Promote Best Practices sharing
Provide Innovations for the Group
Key accountabilities: Maintain operational excellence support and customer satisfaction / Improvements & savings initiatives/ Operational and Projects support/Best practices & Innovation

KPIs: Customer-specific operational KPIs + NPS improvement effort score follow-up/Value and # of Added Value created per annum (per Account, Region, LOB) / Vertical VP and Global Sales Director (Internal customer )satisfaction survey

Core competencies

Supply Chain Operations and Lean competencies
Data, BI, and Microsoft skills proficiency
Language skills (local and English)
Performance analysis and reporting skills
Communication & project management

Key capabilities
5 years of Industry experience
5 years of relevant experience in operations
Network engagement