Crew Management Partner

**Vacancy No**
- VN10648

**Employment Type**
- Permanent

**Location Country**
- Singapore

**Location City**

**Who are V.Group?**
- As a global leader in ship management and marine services, we add value to a vessel’s operations. Operating around the clock and around the world, V.Group gives every client the quality and efficiency they need in every sector. Covering crew management and recruitment, quality ship management and technical services, together with supporting management and commercial services, V.Group has an unrivalled industry knowledge with performance assured. Our values, We Care, We Collaborate, We Challenge, We are Consistent, We Commit and Deliver, are at the heart of everything we do and they support our strategy of Investing in Talent. We are always interested in making contact with talented individuals - people who will demonstrate our values and deliver great service, for internal and external stakeholders.

**Overall Purpose of The Job**
- The Crew Management Partner (CMP) will proactively seek opportunities to grow revenue through cross-selling the full range of V.Group marine services to existing customers while driving improvements in service delivery and customer satisfaction. The CMP will also play a vital role in managing and strengthening relationships with existing customers to create value and increase profitability of V.Group.
The CMP will work with senior customer representatives, senior internal stakeholders and colleagues in Crew Management, Ship Management, Customer Experience, Commercial Team, Bid Team and HSEQ, amongst others and will likewise operate as part of V.Group’s customer relationship management grid:

- For Full Technical Management customers, the CMP must act in support of the relationship owner, representing Crew Management as part of the account team assigned to the customer
- For Crew Management customers, the CMP will be the relationship owner at an operational level, and manage V.Group resources and inputs to ensure customer needs are fully met

The CMP will be assigned a portfolio of customers, and will be responsible to their Regional Crew Management Partner for the effective management of these relationships where they will be fully responsibile for the preparation and execution of account plans and for the achievement of relevant targets and actions using Salesforce and other tools and platforms at their disposal to manage and record all account management activities.

**Key Responsibilities and Tasks**
- 1. Establish, maintain and develop relationships with key contacts within V. Group and within the customer organization.
2. Have a clear understanding of the customer’s strategy and their operational challenges.
3. Identify and understand customers’ perceptions of value and align V.Group’s service offering to ensure that the customer’s requirements are fully met.
4. Work closely with the Ship Management, Business Development, Commercial and Customer Experience teams in driving business growth and improving customer experience.
5. Prepare, validate and execute Account Development Plans / Customer Success Plans in line with V.Group’s processes and standards.
6. Monitor V.Group service delivery and escalate performance issues to the Regional Crew Management Partner (RCMP) where required.
7. Schedule, undertake and report regular account and service performance reviews to both internal and external stakeholders in line with V.Group process and standards.
8. Monitor changes to the client’s strategy, ownership changes, senior management changes or any other material developments which could impact on the overall relationship of V. Group to the client.
9. Maintain and improve knowledge of V.Group products and services to identify opportunities to extend the range of products and services sold to customers.
10. Develop and deliver effective onboarding and transition plans for new clients / new vessels as allocated by RCMP
11. Prepare and provide customers with accurate and timely reports in line with V.Group processes and standards.
12. Review and advise on potential crew welfare and /or crew benefit package issues and initiatives.
13. Review and prepare options for future crewing strategies for assigned customers.
14. Review and analyse crew performance (operational & behavioural) trends and recommend actions to support continuous improvement.
15. Coordinate incident investigation together with HSEQ team and other relevant parties within V.Group
16. Contribute to V.Group business development and comercial activities and campaigns as required
17. Play an active part in fleet crew seminars.

ADDITIONAL RESPONSIBILITIES
18. Provide support to Crew Operations Director and General Manager / Operations Manager, as appropriate and needed.
KEY SUCCESS MEASURES:

- Achievement of vessel and revenue growth targets
- Customer retention
- Customer NPS
- Revenue / Contribution to EBITDA
- Vessel / Customer profitability
- Increase in vessels and/ or