Manager/Sr. Manager Key Account Manager

Role Overview: Prozo is seeking a seasoned Manager/Senior Manager of Key Account Management to join our Central Operations team. This critical role involves acting as the primary point of contact for our major clients, ensuring their success and satisfaction with Prozo's supply chain outsourcing solutions. The successful candidate will be responsible for client stabilization, managing escalations, and driving high client satisfaction/NPS scores. This role requires extensive interaction with senior stakeholders on the client side, fostering trust and facilitating growth with Prozo.

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. Requirements.

Qualifications: Education: Bachelors or higher degree in operations/supply chain management or a related field. Experience: At least 3+ years in supply chain and logistics, including warehousing and logistics, with a minimum of 3+ years in client management roles. Knowledge: Deep understanding of omni-channel/multi-channel warehousing and logistics operations, including expertise in Part Truck Load, Full Truck Load, and D2C Freight. 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. Benefits. 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. Show more Show less