Prozo - Senior Manager/Director - Key Account Management - CEO's Office (5-12 yrs)

Role Overview:

In this crucial role, you will lead Prozo's efforts to ensure client success and satisfaction by managing major accounts and overseeing a small team. You will drive client stabilization, handle escalations, and build strong relationships with senior stakeholders while working closely with the CEO's Office. The ideal candidate will have a solid understanding of supply chain management (D2C experience preferred, not mandatory) and will play a crucial role in maintaining high client satisfaction and NPS scores.

Responsibilities:

- Single Point of Contact: Serve as the primary liaison for all client-related requirements and escalations, ensuring seamless service delivery.

- KAM Reviews: Conduct regular, structured reviews of client accounts to assess service quality and identify improvement areas.

- NPS Ownership: Proactively gather and analyze Net Promoter Scores from clients, implementing strategies to maintain or enhance satisfaction levels.

- Account Deepening: Strategically identify opportunities for cross-selling and up-selling to enhance service provision and client engagement.

- Escalation Management: Act as the first response to client escalations, coordinating with regional operations for thorough Root Cause Analysis and effective Corrective and Preventive Actions.

- S&OP Coordination: Ensure timely sharing of business forecasts by clients to facilitate optimal service planning and execution.

- SoP Excellence: Maintain and improve Standard Operating Procedures post-client onboarding, ensuring adherence and driving procedural enhancements as needed.

Qualifications:

- Education: Bachelor's or higher degree in operations/supply chain management or a related field.

- Experience: At least 5 years in supply chain and logistics, including warehousing and logistics, with a minimum of 3 years in client management roles.

- Knowledge: Strong understanding of omni-channel/multi-channel warehousing and logistics operations, including Part Truck Load and Full Truck Load. Experience with D2C Freight is a plus but not mandatory.

- Leadership: Proven experience in leading and managing teams, with the ability to work effectively with senior leaders across different functions.

- Background: Candidates with experience in Third-Party Logistics (3PL) will be preferred.

- Skills: Excellent communication and analytical abilities, with a strong focus on problem-solving and strategic thinking.

What We Offer:

- A high-impact role with the opportunity to drive significant changes across Pan-India operations.

- The chance to work with a dynamic and innovative team passionate about revolutionizing the supply chain industry.

- A supportive and collaborative work environment where your contributions are valued and recognized.

- Opportunities for professional growth and development, including direct interactions with senior leadership.