Director of Customer Support

DSV - Global Transport and Logistics • Toronto, Ontario, Canada • 15h ago

The Director of Customer Support for a global makeup and skincare retailer at DSV Canada is a complex leadership role with responsibility for strategic account management, financial planning, and operational collaboration. This role emphasizes strategic planning, project management, advanced cost modeling, and client relationship management. The Director will collaborate closely with both internal and external stakeholders, ensuring seamless execution of key projects and initiatives that protect to support the continual growth of the client's business.

The ideal candidate will possess exceptional strong client facing skills; with expertise in handling multiple projects, meeting tight timelines, and driving continuous improvement, while ensuring SLAs are met and exceeded.

Core Responsibilities:

1. Strategic Account Planning \& Business Reviews

Develop and implement a strategic account plan that aligns with the client's business objectives, ensuring DSV consistently meets and exceeds service expectations.
Lead quarterly business reviews, presenting in-depth performance analysis, financial metrics, and strategic initiatives, including but not limited to Cost Per Unit (CPU), Percent of Sale, Average Order Value (AOV), and yield.
Utilize trend analysis and forecasting to align with the client's business projections and develop proactive strategies for future requirements.

2. Project Management \& Execution

Lead and manage large-scale projects, ensuring seamless implementation and execution between the client and DSV teams.
Coordinate project timelines, budgets, and resource allocation, balancing the needs of multiple stakeholders while ensuring alignment with client objectives and DSV's operational capabilities.
Act as a central point of contact for project-related communication, ensuring timely updates, risk management, and resolution of any roadblocks to achieve project milestones.
Leverage project management tools and methodologies to track progress, drive accountability, and maintain high-quality standards.
Partner with engineering and IT teams to drive the implementation of automation and technology solutions that optimize service delivery and improve operational efficiency.

3. Collaboration with Operations for SLA Achievement

Collaborate closely with the operations team to ensure that strategic account plans are translated into effective day-to-day service delivery.
Monitor and enforce adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all operational activities, with a focus on maintaining high standards of on-time delivery, inventory accuracy, and order fulfillment.
Develop joint strategies with the operations team to address service delivery gaps, ensuring proactive and rapid resolution to maintain the client's business continuity.

4. Financial Analysis \& Cost Modeling

Act as the subject matter expert in advanced cost modeling and financial planning, leading the development and ongoing refinement of cost models to support the client's evolving business needs.
Lead the calculation and analysis of critical financial metrics, such as CPU, Percent of Sale, AOV, and yield, ensuring these align with DSV's profitability targets and the client's business objectives.
Ensure accurate tracking of actuals against forecasted volumes and costs, conducting variance analysis and implementing corrective actions as necessary.
Support the annual budgeting process and participate in cost model re-negotiations, ensuring value creation and cost optimization for both DSV and the client.

5. Client Relationship \& Business Protection

Act as the primary strategic advisor and point of contact for the client's senior leadership, cultivating a strong partnership and fostering open communication.
Proactively identify and mitigate any risks that could impact the client's business, implementing contingency plans as needed.
Conduct regular business reviews with the client to assess performance, discuss future strategies, and explore opportunities for growth and innovation.
Implement best practices and continuous improvement initiatives to enhance operational processes, reduce costs, and improve service quality.
Leverage data and analytics to identify trends, make data-driven decisions, and optimize account performance.
Promote a culture of innovation, encouraging the team to propose and test new ideas that can drive business success for both DSV and the client.
Build, mentor, and develop a high-performing team, ensuring that all members have the tools and resources they need to succeed.
Create a positive work environment that values diversity, promotes collaboration, and drives employee engagement.
Establish clear performance expectations, provide regular feedback, and support career development initiatives to drive team growth.

Qualifications:

Education:Bachelor's degree in Business, Supply Chain Management, Finance, or a related field. MBA or advanced degree preferred.
Experience:Minimum of 10 years in customer support account management in supply chain or logistics environments with a minimum of five years in a senior leadership role.
Project Management Expertise: Strong project management skills with experience in managing complex, multi-stakeholder projects with tight timelines and high visibility.
Financial Acumen:Advanced knowledge of cost modeling, budgeting, and financial planning with experience in calculating cost per unit, the percent of logistics spent to top line revenue, average order value, yield, as well as other key financial metrics.
Strategic Planning:Strong strategic planning, with a focus on aligning operational strategies to achieve client goals and ensuring SLAs are consistently met.
Operational Expertise: Proven ability to collaborate effectively with operations teams to ensure exceptional service and advise on operational efficiency.
Technical Skills: Proficiency in supply chain software, project management tools, Microsoft Office Suite, and other relevant technologies.
Communication \& Interpersonal Skills: Excellent communication, negotiation, and presentation skills, with the ability to influence at all levels.
Leadership \& Team Management:Strong leadership capabilities with a track record of building and managing high-performing teams.