Director, Account Management Customer Experience
Andy Transport, Canada
Job Description
About us
ANDY prides itself on providing the highest standard of tailor-made services, including the transport of goods, logistics, warehousing, and fleet management solutions, with a combination of European and North American experience and expertise in the field. We are known to transform clients and operations needs into business opportunities, integrating services that add value and simplify customers' experience. As one of the largest woman-owned asset-based transportation companies in North America, we grew organically from one business unit of 60 employees in 2012 to four business units of 500 employees in 2022. We are now in a better position than ever to continue our expansion.
About the role
As Director of Account Management amp; Customer Experience in transport/logistics, you'll manage client relationships, onboard customers, oversee teams, and collaborate with Sales, Marketing amp; Ops. You'll develop procedures to standardize communications and cross-sell, establish SOPs, conduct NPS surveys, and plan and execute orders. You'll work with Sales to expand service offerings.
What you’ll do here:
- Take responsibility for client retention, growth, cross-selling, and support for Sales and Operations departments.
- Ensure excellent customer onboarding, experience, and on-going satisfaction.
- Manage a team of CSRs and account managers effectively.
- Update carrier packages and complete carrier profiles in bids, among other responsibilities related to logistics.
- Collaborate with Sales, Marketing amp; Ops to develop sales and marketing strategy, lead generation, and other initiatives.
- Assist in resolving customer conflicts, collection issues, and claims in collaboration with other departments.
- Establish KPIs for each direct report and customer account to measure performance.
- Manage personnel and risks effectively.
- Implement CRM and account management policies to ensure streamlined processes.
- Develop a procedure to onboard new clients and standardize communications with customers.
- Devise effective strategies to cross-sell and expand wallet share with each client.
- Develop SOPs for on-time performance, tendered v. accepted loads, and other key metrics, and ensure they are communicated and understood by all relevant teams (CSR, OPS, etc.).
- Conduct NPS surveys every quarter, analyze the results, and develop corrective action plans to support sales.
- Collaborate with OPS to execute and plan orders, track amp; trace, and plan logistics effectively.
- Collaborate with Sales and other business units to identify cross-selling opportunities and expand the range of services offered to customers.
- Other tasks as necessary from time to time.
What you bring to the table:
- Proven experience in account management, customer experience, or related roles.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and teams.
- Strong leadership and people management skills, with the ability to manage and motivate teams.
- Demonstrated ability to collaborate with cross-functional teams and drive results.
- Strong analytical and problem-solving skills, with the ability to develop and implement effective strategies.
- Knowledge of industry trends, regulations, and best practices (experience in transport/logistics industry preferred but not required).
- Experience with CRM software and account management policies.
- Bachelor's degree in a relevant field or equivalent experience.
Here are a few reasons why others have joined our team:
- An award-winning, inspiring workplace that supports its people and recognizes great work
- Stimulating, challenging projects and development opportunities to help you grow your skills and career
- A comprehensive financial rewards program that recognizes your success
- An extensive, flexible benefits package.
What we offer
Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:
- A competitive salary
- Flexible work arrangements
- Company vehicle provided.
- An extensive flex pension and benefits package, with access to virtual healthcare
- An annual wellness account that promotes an active and healthy lifestyle
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
- Inclusive employee-led networks to educate, inspire, amplify voices, build