Senior Client Retention Manager

MH Solutions; Kempton Park; On-site; ZAR 420,000 - 700,000; Full time

Job summary

MH Solutions is seeking a skilled professional to lead Customer Account Management for contract logistics within South Africa. The role emphasizes retention, engagement, and strategic insights into customers’ businesses across multiple verticals.

You will coordinate with global teams on platinum and gold clients and manage internal and external communications. The candidate should bring five years of management experience in contract logistics, strong negotiation skills, and proficiency in MS

Qualifications

• Bachelor’s degree in Logistics / Supply Chain or related field.
• Strong negotiation and issue-resolution skills.
• Excellent communication and collaboration abilities.
• Advanced Microsoft Office skills.
• At least 5 years in contract logistics.

Responsibilities

• Customer retention and engagement strategy through account managers.
• Determine strategy and oversee engagement collateral.
• Develop processes for customer feedback and share with Exco.
• Collaborate with Global structures on Platinum/Gold customers.
• Create strategic insights into customer business and market trends.
• Monitor customer revenue and EBIT.
• Internal and external customer communications by the Communications team.
• Maintain Customer Communications database.
• Maintain annual increase control sheet and notifications.
• Manage MS Dynamics portal and related tools.
• Coordinate customer surveys and respond to outcomes.
• Advise on contract expiry with at least 6 months’ notice.
• Coordinate due diligence, sustainability, IT, security and quality questionnaires.

Skills

Logistics exposure

Negotiation

Communication

Office proficiency

ERP knowledge

Education

Bachelor’s degree in Logistics / Supply Chain

Tools

MS Dynamics

CargoWRITE

Job description

The main purpose of the role:
Responsible for Customer Account Management (all verticals other than healthcare), Communications, customer consultations & Commercial monitoring.
Responsibilities:

• Customer retention and Customer engagement strategy and execution through the Key Account Managers.
• Determining strategy and operational approach and overseeing all engagement collateral.
• Developing processes for Customer feedback and sharing them with Exco and any relevant functional areas.
• Working with Global structures regarding Platinum and Gold Customers.
• Develop a system for better and more strategic insight into our customers' business and share that with business and stay in touch with market-related trends and legislation or changes in the verticals.
• Monitor and track customer revenue and EBIT.
• Responsible for internal Communication (customer-relevant only) and external business communication (customer-relevant only) through the Communications team.
• Maintaining a Customer Communications database.
• Maintaining a customer annual increase control sheet.
• Preparing annual increase notifications for customers
• Maintaining the MS Dynamics portal
• Acting as the point of contact for the Customer survey
• Maintaining a contract status sheet and advising business and commercial with at least 6 months' notice that a contract is expiring.
• Co-ordinate compliance questionnaires (receive and direct) - Due diligence, sustainability, IT, security and quality

Requirements:

• Logistics / Supply Chain/bachelor’s degree (general or specialised)
• Basic knowledge of Warehouse Management Systems and ERPs (working knowledge of CargoWRITE preferable)
• Knowledge of MS Dynamics & of the DSV Contract Logistics CSP
• Very good knowledge of the Contract logistics Industry, verticals, the players (including competitors)
• Strong negotiation and issue resolution skills.
• Strong communication skills.
• Advanced Microsoft Office skills
• Preferably 5 years of management experience.
• At least 5 years’ experience in contract logistics.