Director - Retention (Blr)

Job Role:

Retention and Key Account Management

Responsibilities:

Client Retention & Growth:

• Own and drive the retention strategy for key accounts across regions.
• Build long-term, trusted relationships with strategic customers.
• Develop and execute customized account plans focused on client growth, retention, and profitability.

Account Management:

• Serve as the senior point of contact for escalations and relationship governance.
• Conduct regular business reviews and performance analyses with clients.
• Identify upsell and cross-sell opportunities and work with internal stakeholders to deliver added value.

Team Leadership:

• Lead and mentor a team of Key Account Managers and Client Success Managers.
• Set performance KPIs, coach on best practices, and foster a client-centric culture.
• Collaboration & Stakeholder Management:
• Work cross-functionally with Operations, Finance, Tech, and Customer Support teams to resolve issues, streamline service, and ensure SLAs are met.
• Collaborate with sales and marketing teams to align client communication and engagement strategies.

Analytics & Reporting:

• Track and report on account health, churn risks, and client satisfaction scores (e.g., NPS).
• Monitor market trends, competitor strategies, and client behavior to recommend improvements.

Required Qualifications & Experience:

• 8-12 years of experience in Key Account Management, Client Retention, or Customer Success, preferably in logistics, supply chain, or transportation sectors.
• Proven track record in managing large enterprise clients and delivering revenue growth.
• Strong leadership skills with experience in managing high-performing account teams.
• Excellent communication, negotiation, and stakeholder management abilities.
• Strong analytical and problem-solving skills.
• MBA or equivalent preferred.

Desired Skills and Experience

• Strong in stakeholder management, data driven and driving team's performance
• Strong Interpersonal Skills
• Proactive and self-driven with a great sense of ownership
• Strong problem solving & Prioritization skills with an eye for detail.
• Good in negotiation and persuasion.