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Manager Account Management

2 months ago

Singapur, Singapore C.H. Robinson Full time

POSITION SUMMARY

The Manager of Account Management will provide coaching and leadership to the account management job family. This role is accountable for direct client interaction to support growth and serves as an escalation point to improve customer experience. The Manager of Account Management should have proven leadership skills, a strategic orientation, and the ability to collaborate across multiple levels of the organization both internally and externally. Responsibilities include focusing on process improvement and solution selling, increasing overall portfolio health, as well as improving overall team performance and results. 

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Talent Management:

  • Manage the performance and development of direct reports through both formal and informal performance management, coaching and feedback, mentoring and training including regular portfolio reviews and stand ups
  • Coach team members on how to identify, develop, track and measure continuous improvement opportunities with their accounts
  • Manage merit, bonus, and equity programs for assigned team to align compensation with performance results
  • Partner with Talent Acquisition to forecast talent needs, establish pipeline, recruit, select and onboard qualified and diverse talent
  • Own employee engagement results and implement action plans to improve culture, engagement, collaboration, and a focus on diversity equity and inclusion initiatives
  • Model the C.H. Robinson leadership principles and visibly leads and supports change management

Business Growth / Customer Service / Program Management:

  • Coach and support all account managers to build and manage their individual account plans that focus on organic and new business growth, customer development strategy, business retention, process and service improvements, stakeholder engagement as well as value creation
  • Support all account managers with the reviewing of financial, volume and service performance and ensure relevant and necessary adjustments (pricing, process, service, levels, engagements, etc.) are made pro-actively in the best interest of the customers and CHR
  • Work with account managers, account sponsors and relevant stakeholders across geographies and/or divisions to ensure execution of the wider account strategy 
  • Act as an advocate for customers, internally conveying their customer-specific needs across the organization, to ensure proper alignment and prioritization of resources
  • Where needed, align internal stakeholders and ensure timely responses and accountability for customer-specific corrective actions that are sustainable and realistic

Business Management:

  • Administer and drive intentional growth and retention through monthly account management and pipeline reviews, through utilization of CRM, and data analytics
  • Collaborate with cross-functional teams to drive continuous improvement while ensuring account health and customer commitments are achieved, with an emphasis on increasing efficiency
  • Understand and regularly review business and execution strategies, profitability, key performance indicators, and accounts receivables with account teams 
  • Accountable for direct client interaction to support growth, and serves as an escalation point to improve customer experience
  • Provide guidance on pricing strategies including margin guidance and commitment level
  • Address and understand market opportunities and trends, and how market conditions impact business performance and financials
  • Actively leads and/or participates in various industry, community, and campus activities to enhance the C.H. Robinson brand
  • Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

  • Bachelor’s degree from an accredited college or university
  • Minimum of 5 years of account management or equivalent experience
  • Minimum 2 years of experience leading or managing teams
  • Ability to travel up to 30% (typically SG & MY)
  • Site Specific:  Fluent in spoken English & Mandarin
  • Strong leadership skills in order to motivate, develop, empower, and energize others
  • Demonstrated growth through sales and relationship building and negotiation
  • Strong orientation of financial acumen with an ability to apply financial and operational data to assist in making sound business decisions.

Disclaimer:

  • This job description is intended to generally describe the nature and level of work to be performed by employees in this position.  It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams.  We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.