Key Responsibilities May Include:
•
Manage relationships with major customers, ensuring alignment with CHEP’s strategic goals and delivering revenue growth while achieving customer satisfaction targets.
•
Collaborate with senior leadership and internal teams to create and implement strategic account plans, with a focus on identifying growth opportunities, optimizing costs, and promoting sustainability.
•
Lead high-level negotiations and commercial tenders, securing favorable terms that meet both business objectives and customer expectations.
•
Identify and capitalize on new business opportunities, driving incremental revenue and expanding CHEP’s market presence within your portfolio.
•
Conduct regular business reviews and audits with customers, ensuring compliance with CHEP’s annual audit plan and maintaining accurate asset management records.
•
Monitor and assess account performance metrics such as NPS and customer satisfaction, developing and executing action plans to address areas for improvement.
•
Build and sustain relationships with stakeholders at all levels within customer organizations, driving strategic initiatives and improving supply chain efficiencies.
•
Lead cross-functional teams to deliver innovative, value-added services and solutions that meet customer needs and promote mutual growth.
Account Ownership & Growth Execution:
• Own daily customer relationship management and commercial execution, acting as a trusted advisor rather than a transactional seller.
• Deliver revenue growth, cross selling, lane expansion, and profitability, by proactively identifying new value pools and unmet customer needs.
• Build accurate forecasts and implement Account Plans; ensure forecast accuracy at account level, adapting quickly to changing customer dynamics.
• Develop customer-specific proposals and value cases, grounded in data and clear business outcomes.
• Monitor volume, revenue, and margin commitments, taking corrective action early when risks or opportunities emerge.
Strategic Partnership & Joint Business Planning:
-Map stakeholders and develop multi-level relationships, building trust and influence across functions and seniority levels.
• Co-create Joint Business Plans (JBP) integrating customer needs with CHEP’s digital, operational, and sustainability solutions, with a focus on long-term, scalable value creation.
• Lead growth negotiations, renewals, and agreements, balancing commercial outcomes with partnership sustainability.
• Drive digital solution adoption and sustainability initiatives, positioning S+ as a core enabler of the customer’s strategy.
Customer & Market Insight Generation:
• Analyze KPIs and platform data to generate insights, translating data into clear, actionable recommendations.
• Recommend pricing adjustments and supply-chain optimization, based on a strong understanding of customer economics and priorities.
• Provide market insights and competitive intelligence, anticipating trends and shaping the customer agenda proactively.
Health Monitoring, CX & Risk Mitigation:
• Lead Account Health and Business Reviews, focusing on forward-looking actions, not just performance tracking.
• Track operational KPIs and CX metrics, as well as feedback, to identify risks or issues and apply corrective and proactive actions, bringing structure and clarity to complex or ambiguous situations.
• Maintain accurate and reliable customer data in Salesforce.
• Manage I2A alerts and coordinate recovery
Cross‑Functional Coordination & Project Delivery:
• Coordinate cross-functionally with Supply Chain, Customer Service, Digital, CX, Finance, and Retail to align actions and deliver seamless customer experience, breaking silos to ensure end-to-end value delivery.
• Act as the central point of contact to bring together all internal input needed to deliver customer outcomes, translating customer needs into clear internal priorities.
• Ensure consistent delivery, SLAs, and project execution across all teams supporting the customer, with strong follow-through and accountability for outcomes.
•
Account growth & lane expansion.
•
Customer portfolio retention.
•
Account Plan execution & JBP completion.
•
SLA compliance and issue resolution time.
•
Work autonomously with their accounts relying on the Area Manager when the situation requires it.
•
Preparation of commercial proposals to customers and prospects
•
Work together with other operational areas to provide solutions to customer requirements (Request action plan and follow up to avoid quality problems in deliveries)
•
Negotiate price increases
•
Coordination of team visits