Vice President - Client Experience (CX)

GEODIS; Brentwood (TN); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401k match

Paid maternity/paternity leave

Early wage access

Career development and mentorship

Job summary

GEODIS is seeking a Vice President of Client Experience (CX) in Tennessee to nurture and expand relationships with strategic clients. The role drives customer satisfaction, retention, and revenue growth by leading account strategies, negotiations, and cross-department collaboration.

The VP will oversee quarterly business reviews, escalate client issues, and help shape the annual budgets while partnering across marketing, operations, and client insights to enhance the overall experience.

Qualifications

• Minimum 10 years’ experience or equivalent combination of education and experience.
• Experience in Contract Logistics, Transportation Management, and Freight Forwarding preferred.
• Knowledge of Global Supply Chain management.
• Strong written and oral communication skills; ability to build relationships with internal and external customers.
• Ability to negotiate profitable partner relationships in a 3PL environment.
• Excellent planning and organizational skills.
• Ability to read and interpret documents and write routine reports.

Responsibilities

• Implement and maintain the vertical roadmap aligned with strategic/financial objectives.
• Proactively manage customer objectives to maximize retention.
• Identify cross-sell opportunities across services (Transportation Management, Final Mile, Freight Forwarding).
• Develop and cultivate long-term partnerships with key client personnel.
• Host quarterly business reviews with the client.
• Monitor activities to ensure high performance and key metrics.
• Serve as escalation point for clients in portfolio.
• Collaborate with Vertical Leader and Operations on annual budgets.
• Ensure compliance of processes and reporting (Salesforce).
• Develop and maintain account plans and collaborate with Marketing for client feedback.

Skills

Client relationship management

Negotiation

Strategic planning

Sales target achievement

Cross-functional collaboration

Communication

Project management

Education

Bachelor's degree or equivalent

Tools

Salesforce

Microsoft Office

Job description

VP - Client Experience (CX)

Who We Are:

GEODIS specializes in unlocking business value in a complex world, ensuring seamless movement of goods worldwide. As a global third-party logistics provider (3PL), we power A Better Way to Deliver for the world's top brands and manufacturers. Fuel your career with GEODIS and discover endless growth opportunities. Our hybrid work schedule requires team members to be in the office four days per week, with the flexibility to work remotely one day each week.

Position Summary:

The Vice President of Client Experience is responsible for nurturing and expanding relationships with key strategic clients. In this role, the VP develops and implements strategies to ensure exceptional customer satisfaction, drive client retention, and unlock new business opportunities. Responsibilities include managing client escalations, analyzing account performance, and collaborating across departments to deliver customized solutions. The VP is also accountable for meeting annual sales targets, leading contract negotiations, and identifying additional revenue streams within existing accounts.

Your role on the team:

• Implements, and maintains the vertical roadmap to align with our core strategic and financial objectives; includes supporting product development roadmap and client adoption
• Proactively manages customer objectives to maximize retention
• Identify opportunities to cross-sell services such as Transportation Management, Final Mile, Freight Forwarding, etc.
• Develop and cultivate long-term partnerships with key Client personnel
• Host quarterly business reviews in collaboration with the Client
• Monitors activities to ensure high performance, client coverage and to ensure the key success metrics are achieved
• Completes “Work to Be Done” matrix and communicates routine progress updates
• Acts as point of escalation for clients in their portfolio
• Partner with Vertical Leader and Operations in the development and acceptance of the Annual Vertical Budgets
• Adheres to compliance of processes and reporting, including saleforce.com
• Develop, maintain and actively manage account plans as required
• Work with Marketing and Customer Insights to enhance the client experience with relevant content, client feedback, engagement, and satisfaction

What you need:

• Minimum 10 years’ experience; or an equivalent combination of education and experience
• Contract Logistics, Transportation Management, and Freight Forwarding operations experience preferred
• Knowledge of Global Supply Chain management
• PC literate with experience with Microsoft Outlook, Word, Access and Excel
• Excellent written and oral communication skills that demonstrate a proven ability to develop relationships with a range of internal and external customers
• Ability to negotiate profitable partner relationships in a 3PL environment
• Excellent planning and organizational skills
• Excellent customer relationship management and negotiation skills
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manual
• Ability to write routine reports and correspondence
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

What you gain from joining our team:

• Access wages early with the Rain financial wellness app.
• Free telemedical access to doctors and therapists throughFirstStopHealth available first day of employment!
• Health, dental, and vision insurance after 30 days of employment
• 401k match
• Paid maternity and paternity leave
• Access to career development, employee resource groups, and mentorship programs
• Employee discounts
• Access to employee perks like fitness class discounts and free access to a relaxation and meditation app
• Free financial wellness programs
• Daycare discount program
• Opportunities to volunteer and give back to your community
• + more!