Customer Excellence Manager

WTA Group; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A global logistics company is seeking a Customer Excellence Manager in Manchester. This hybrid role involves managing client relationships, ensuring customer satisfaction, and driving business growth. Candidates should have a strong background in the logistics industry, particularly in freight forwarding, and possess excellent communication skills. The position offers a competitive salary, KPI bonuses, and various company benefits, including a pension scheme and life assurance.

Benefits

Competitive salary DOE

KPI Bonus

Profit sharing bonus

EV car salary sacrifice scheme

5% pension contribution

Life assurance

Income Protection insurance

Full training pathway

Employee Assistance Programme

Qualifications

• Experience in a customer-facing role, preferably in freight forwarding or logistics.
• Strong multimodal experience, including ocean imports/exports and air/road freight.
• Account management experience is essential.

Responsibilities

• Manage client relationships and ensure customer satisfaction.
• Develop and grow accounts to enhance business performance.
• Conduct strategic planning and engage in negotiations.

Skills

Communication and interpersonal skills

Strategic thinking

Business acumen

Customer-focused mindset

Sales techniques

Market analysis

Tools

Cargowise

Power BI

Hubspot

Job description

Who are we?

WTA Group is an international logistics company, on a fast growth trajectory. We support companies of all sizes and from all industries with their own growth strategies, by supporting their logistics. This includes the importing of materials and the exporting of products internationally.

WTA Group are over 100 years old, and customers and employees both remain loyal to the group with over 50% have worked with us for over ten years. This is evidence that people are at the heart of our business, and our reputation for customer service across the globe is second to none.

Key Role

You will have full day to day ownership of your assigned clients and responsible for :

• Retaining assigned clients
• Maintaining and growing relationships with WTA clients and partners
• Ringfencing the clients and partners
• Providing exceptional customer service with a proactive mindset
• Driving business growth
• Ensuring customer satisfaction

Customer excellence managers require excellent communication and interpersonal skills, strategic thinking, business acumen, and a customer-focused mindset. They should be adept at building relationships, developing and growing the accounts, and managing multiple priorities simultaneously. Additionally, proficiency in sales techniques and market analysis is required for the role.

Key Responsibilities

• Relationship Management
• Account Development and growth
• Customer Retention
• Strategic Planning
• Negotiation, Ringfencing and Sales
• Market and Industry KnowledgeReporting and Analysis
• Customer Advocacy
• Consistency and best practice

Location : Hybrid with 3 days at our Manchester Head Office.

Skills and Experience

• Experience in a customer-facing role, within the freight forwarding or logistics industry.
• Strong multimodal experience – ocean imports / exports, air freight & road freight.
• Account management experience
• Cargowise, Power BI, Hubspot experience desirable

Company Benefits

• Competitive salary DOE
• KPI Bonus
• Company profit sharing bonus
• Company EV car salary sacrifice scheme
• Pension 5% contribution
• Life assurance
• Income Protection insurance
• Full training pathway
• Employee Assistance Programme
• And many more...

Recruiters and agencies, please do not reach out to us about this post. We will be working with our list of recruiters we already have.