Director of Customer Success, 4PL Operations

GEODIS; Levallois-Perret; On-site; EUR 180,000 - 280,000; Full time

Job summary

GEODIS is seeking a Global Customer Success Director to lead a worldwide team of Global Customer Success Managers and steer the coordination of key accounts across SCO. The role defines strategy, drives inside sales, operational performance, and financial results within the 4PL freight forwarding line of business.

You will oversee global customer relationships, foster cross-functional collaboration, and drive growth through service optimization and contract management.

Qualifications

• Proven track record in leading large, high-performing teams across regions.
• Strong relationship-building with customers and internal stakeholders.
• Ability to influence decisions and drive SCO objectives across the organization.
• Strategic mindset with emphasis on commercial, operational, and financial outcomes.
• Change management and contract/SOW oversight experience.

Responsibilities

• Lead and develop a global team of Global Customer Success Managers.
• Drive health and growth of strategic customer relationships across regions.
• Oversee customer cards, communication matrices, and performance reporting to senior management.
• Collaborate with Procurement, Finance, and Transformation to improve visibility and profitability.
• Support tenders, input on global buying strategies, and drive service optimization.

Skills

People leadership

Supply chain / 3PL / 4PL knowledge

Job description

As a Global Customer Success Director, you will be responsible for leading the team of Global Customers Success Managers and overseeing the worldwide coordination of key accounts, including strategy definition, inside sales, operational performance, and financial results.

You will be working for our 4PL solution, within the Line of Business (LoB) Freight Forwarding.

You will be representing Geodis for all aspects of customer relationship, being the central link to all functions.

Strategy definition and Customer Management

• Lead, coach, and develop a high-performing team of Global Customer Success Managers, ensuring best practices and continuous improvement in account management.
• Drive the overall health and growth of strategic relationships with key customers across SCO.
• Oversee the creation and maintenance of customer cards and communication matrices at a global level.
• Analyze full supply chain customer spending to identify and realize new business opportunities.
• Guide the expansion of Geodis’ presence within customer organizations, fostering deep and broad partnerships.
• Propose and implement service optimizations to improve performance for both the customer and their end customers.
• Anticipate, understand, and steer organization-wide responses to customer scope changes, ensuring effective change management.
• Supervise the handling of Change Management Requests and contract/SOW addenda at a strategic level.
• Foster collaboration and knowledge sharing among the Key Account Management team and across regions.
• Present consolidated performance reports on major accounts to senior management, highlighting trends, perspectives, and strategic recommendations.
• Provide expertise, operational knowledge, and leadership within the SCO organization.
• Support the team in responding to customer tenders and on-demand requests, ensuring coordinated and effective input.
• Collaborate with Procurement teams to define global buying strategies.
• Animate and engage internal teams to deliver on customer expectations, and promote a dynamic, growth-oriented atmosphere.

Operational performance

• Oversee the resolution of escalations, ensuring issues are addressed rapidly and systematically.
• In partnership with operational teams, consolidate and review performance indicators at the global level, challenging teams to meet or exceed contractual objectives.
• Guarantee timely and accurate provision of KPIs, ensuring visibility and accountability.
• Collaborate with Procurement to monitor supplier performance.
• Partner with Transformation teams to increase supply chain visibility and innovation for key customers.
• Drive profitable revenue growth with key customers, at both account and portfolio levels.
• Ensure the achievement of EBIT targets and overdue objectives.
• Oversee improvements in DPO/DSO ratios and cash flow for the complete account scope.
• Anticipate financial trends and provide visibility on accruals.
• Partner with Finance to build, analyze, and improve reliable P&L statements for each key account.
• Ensure invoicing processes are robust, automated, and disputes are resolved efficiently.

Profile

• 10–15 years’ experience in Sales, Business Development, or Account Management, with a significant portion in people leadership roles.
• Strong knowledge of Supply Chain / 3PL / 4PL is mandatory
• Demonstrated ability to motivate, lead, and develop teams.
• High motivation and interest in all dimensions of business (Commercial, Operational, Finance, Project).
• Strong relationship-building skills with customers and internal stakeholders; ability to create high-level intimacy and trust.
• Capability to influence customer decisions and challenge internal organization to reach SCO objectives.
• Leadership, persuasive abilities, analytical mindset, pragmatism, and a dynamic approach are essential.