Manager, Regional Customer Retention

1 week ago

Singapore Toll Group Full time

Company Description
**About Toll Group**

**Job Description**:
We are hiring a Manager, Regional Customer Retention to join our Global Logistics Division based in Singapore. You will champion customer centricity in our approach to customer retention and deliver customer satisfaction via managing multiple workstreams (including performance management, sustainability, continuous improvements, etc) across a matrix organization.

**The role**

As a Manager, Regional Customer Retention, you will be responsible for:

- Leading structured customer business reviews with key stakeholders, reduce customer churn rate and drive customer loyalty and advocacy
- Developing a coherent customer retention program across the region, and initiatives to deliver customer satisfaction, focusing on continuous improvements, innovations, and sustainability
- Championing high consistency in service delivery, challenge existing practices and drive major transformation in exceeding customer expectations
- Leading customer projects for existing business with in-country business & operation teams that best address customer needs, while co-ordinating the involvement of all necessary Toll stakeholders
- Acting as the primary point of contact and service liaison between customer and Toll for business execution.

**Qualifications**:
**About you**

To be successful in this role, you will need:

- Bachelor's degree in business, marketing or supply chain logistics or related discipline with at least 7-10 years of proven work experience in account management or business retention
- Strategic thought leader with high level of negotiation and influencing skills and the ability to drive Toll's strategy of innovation, continuous improvement & sustainability
- Experience in managing customers across global boundaries and multi countries
- Solid operational experience in contract logistics. Good understanding of WMS, B2B and related IT systems to enhance use of technology
- Project Management and facilitation skills. Process mapping and problem-solving skills to identify bottlenecks and improve warehouse throughput
- Understanding of operational performance metrics

Additional Information
**Be Connected**

With a bold vision and innovative drive, join our 20,000 colleagues as we lead industry change and transform how customers best meet their global supply chain needs in a meaningful and sustainable way. There are countless opportunities to learn and make a real impact in shaping our industry’s future. Grow with diverse challenges amongst a friendly and inclusive global culture. Take pride in building relationships that matter, because being connected is at the centre of what makes Toll great - it’s what makes our possibilities endless.
- Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities._

You must be entitled to work in Singapore and be prepared to undertake pre-employment checks including a criminal history check and medical.

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