Global Contract Manager

CMA CGM•Jacksonville, FL

11d•$115,000 - $145,000

About The Position

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL. We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement. DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us? Are you known for your management skills? Are you passionate about customer support and driving results? If so, we have an opportunity that would allow you to oversee ongoing customer service, focusing on the daily operations to achieve the needs of the customer. Responsible for steering the overall customer relationship, ensuring global operational performance, maintaining and expanding the scope of business, and cultivating long-term account growth. The position can be located in US or Canada near a CEVA Office. It requires close coordination with internal Control Tower teams, global support functions and, where applicable, the CEVA Logistics Global Key Account Manager (GKAM) responsible for the account(s).

Requirements

University degree, ideally master’s degree or related secondary degree with comparable level of experience in one of the following fields: Engineering, Supply Chain, Logistics, Economics, Business Administration.
10-15 years of working experience, Practical Experience in at least one of the following fields: Business Development, Account Management, or Logistics / Transportation Operations. Experience with managing customers in international settings.
Experience with managing a P&L.
Experienced with managing mid- to large sized teams (both direct and indirect management) in virtual settings
Track record of successful achievement in the areas of Air, Ocean, Ground transportation operations.
Sound understanding of performance management principles and customer service processes.
Solid end user skills with MS Office Suite (Excel, PowerPoint, Visio).
Knowledge of BI tools (Business Objects, Tableau, Qlik) on an end-user level
Excellent interpersonal and communication skills, ability to connect with and adapt communication to stakeholders of all levels, from operational end users to senior management and to the customer.
Strong willingness to take initiative and inspire, motivate and influence individuals and teams to achieve the desired results. Excellent presentation skills paired with a commercial mindset.
Fluency and previous working experience in English (written and spoken) is mandatory.
Open to working in a multi-cultural and multi-lingual team, willingness to travel up to 30% of working time

Nice To Haves

Knowledge and training in Lean Methodology and/or Business Process Management
Technology savvy and a vision of how digitalization of operations can enhance customer experience.
Advanced MS Excel (Macro, VBA) skills.
Experience with Supply Chain Management or Transport Management IT Systems.
Experience with quality audits, certification and quality standards such as ISO, GXP / GDP etc.
Additional languages (written and spoken) desirable. Existing intercultural work experience in a management role

Responsibilities

Develop and maintain a strategic account roadmap that supports long-term customer development.
Proactively identify opportunities for new or expanded business (such as, new added value services, new additional volume and/or scope, improvement projects, technology changes, network studies, etc.) and align regularly with the customer on new initiatives.
Create a mid-to-long term vision for the account to support contract renewal and sustained growth
Partner with CLL Solution Design and Product Development team to transform opportunities into concrete value adding projects.
Collaborate with other CLL Contract Management teams to share experience with initiatives and to evaluate potential for improvement projects across CLL customer accounts
Serve as the primary owner of the customer’s Scope of Work (SOW), ensuring clarity and alignment across all teams.
Liaise with Control Tower managers to ensure full understanding and proper execution of service agreements and related processes.
Maintain accurate, up-to-date operating processes, solutions, and documentation, including SOPs and Work Instructions (WIs), across all involved teams.
Collaborate with Control Tower Management, Regional CLL Management, and other functions (such as Product Development (PD), Business Process Excellence (BPE) and Solution Development (SD)) to ensure processes and documentation comply with CLL guidelines and quality standards
Manage changes to the Scope of Work (SOW) and Service Level Agreements (SLAs), ensuring timely execution of approved change requests.
Maintain full documentation of all scope and service changes, monitor for scope creep, and manage customer expectations accordingly.
Serve as the single point of contact for customer-initiated change requests, ensuring proper documentation, approval, sign-off, and implementation in coordination with Control Tower Operations, Product Development, and BPE.
Manage change request pricing by obtaining cost estimates, validating internal approvals, preparing customer pricing, and securing formal customer authorization before releasing requests to IT
Assume overall accountability for meeting all agreed and contracted performance and service levels (KPIs) by all operational teams as well as with contracted service providers (where applicable).
Monitor productivity metrics and proactively drive improvements to enhance profitability through changes in customer behavior, optimized data exchange, reassessment of requirements, and effective reporting, etc.
Ensure regular performance reviews with the customer (MBR, QBR, strategy sessions) and conduct internal reviews with all relevant teams, as well with contracted service providers when applicable.
Ensure all services delivered by operational teams are adequately priced and invoiced on time.
Confirm that service rates are properly indexed, communicated in advance, and general rate increases are applied in accordance with contractual terms; maintain accurate rate history.
Guarantee complete and accurate invoicing each billing cycle.
Monitor timely payment of accounts receivable and act as the primary liaison with the AR team and the customer to ensure successful recovery
Own Gross Margin performance per budget for the account across all contractual components and operational streams.
Primarily responsible for Net Revenue (NR) evolution, supported by Control Tower Managers.
Support Control Tower Managers in achieving productivity targets and managing direct operating expenses.
Review full P&L results against budget each month and ensure Finance provides a waterfall analysis.
Assess and explain variances in volumes, rates, productivity against budget and outlooks.
Provide quarterly budget outlook inputs (0+12, 3+9, 6+6, 9+3) to regional leadership and financial controllers Deliver bottom-up budget guidance and collaborate with Control Tower Managers to ensure alignment at the Gross Margin level

Benefits

competitive Paid Time Off
401(k)
health insurance
employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.
multiple health plans(company contribution to health savings account), prescription, dental and vision coverage.
Company paid life insurance, accident insurance, short- and long-term disability coverage and employee assistance plan.
Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identify theft & legal plan.
401(k) with company match.
Flexible Paid Time Off programs including company paid holidays.
Tuition reimbursement program.