National CL Customer Engagement Team Manager
Posted Updated
The National Customer Engagement Team Manager is accountable for aligning and executing the assigned vertical strategy across Healthcare, Consumer, or Technology within Contract Logistics Mexico. The role leads the Customer Retention & Contract Managers allocated to the vertical, owns the deployment of the Customer Experience strategic plan including the CEP, and acts as the senior point of accountability for executive engagement, regional escalations, global requests, and support to LATAM markets for Strategic Focus Accounts.
How you create impact
- Lead and develop a team of Customer Retention & Contract Managers, providing coaching, performance management, and strategic direction.
- Drive retention strategies, contract renewals, and customer satisfaction initiatives across a portfolio of strategic accounts.
- Build and maintain strong relationships with senior customer stakeholders, including Supply Chain, Logistics, Operations, and Procurement leaders.
- Lead executive business reviews and ensure customer commitments are translated into actionable improvement plans.
- Coordinate closely with Operations, Finance, Business Development, Solutions, and other internal stakeholders to deliver outstanding customer outcomes.
- Identify and drive opportunities for organic growth, upselling, cross-selling, and service expansion.
- Oversee contract governance, commercial performance, profitability, risk management, and renewal planning.
- Lead customer experience initiatives, leveraging Voice of Customer feedback to drive continuous improvement.
- Support regional and global strategic account programs while ensuring alignment across LATAM markets.
What we would like you to bring
- Bachelor's degree in Business, Supply Chain, Logistics, Engineering, or a related field.
- 5+ years of experience leading customer-facing teams, including Customer Success, Account Management, Customer Retention, or Strategic Account Management.
- 8+ years of experience in Logistics, Supply Chain, or Contract Logistics environments.
- Experience managing warehousing and distribution customer accounts.
- Solid understanding of contract management, commercial negotiations, and financial performance management.
- Demonstrated success in driving customer satisfaction, retention, and business growth.
- Advanced English proficiency required.
- Availability to travel.
What's in it for you
At Kuehne+Nagel, you will have the opportunity to make a meaningful impact on some of the world's most important supply chains. We offer a collaborative environment where innovation, customer focus, and professional growth are highly valued. Join us and help deliver exceptional customer experiences while shaping the future of Contract Logistics.