Responsibilities
* Work closely with the Fleet Cell and the Crew Management Centre to ensure service delivery as per contract with the customers and elevate performance issues where required.
* Function as the point of contact in escalation of all crew matters between the Fleet Managers and the Crew Management organization.
* Support the Fleet Cell in managing the crew in respect of on board performance and procedures.
* Ensure that Crew Management deliver upon the KPIs agreed between customer, Fleet Cell and Crew Management.
* Establish, maintain and develop relationships with key contacts within the customer organization and obtain a clear understanding of the customer’s strategy and their operational challenges.
* Prepare/participate in, validate and execute Account Development Plans and Customer Success Plans in line with V.Group process and standards and deliver upon commitment.
* Develop and deliver effective onboarding and transition plans for new clients / new vessels.
* Schedule and report regular service performance and budget reviews in line with expectations agreed with the customer and recommend actions to support continuous improvement.
* Review and prepare options for future crewing strategies for assigned customers.
* Actively participate in emergency situations involving vessels in the Fleet Cell and be the close coordination point into the Crew Management Centre and other relevant V.Group departments.
* Play an active part in crew seminars and establish relationships with on board management.
* Assure prompt actions and resolutions are taken upon customer complaints and responded to according to the expectations of the customer.
* Contribute to V.Group commercial activities and campaigns as required.
* Responsible for the crewing elements of the budget, including reporting and negotiation with the customer in cooperation with the business owner.
* Performs key people management functions such as performance reviews, colleague recognition and engagement initiatives.
Qualifications
* BSc/BA, Marine background or relevant experience
* Proven experience in account management role
* Excellent knowledge of all aspects of Crew Operations
* Demonstrable customer service mindset and experience
* Excellent presentational skills
* Strong analytical skills
* Ability to develop and deliver Account Plans / Business Development Plans
* Target-oriented
* Strong communication and interpersonal skills
* Demonstrable experience of building relationships across all organizational levels.
* Excellent organizational skills
* Good understanding / user experience of Salesforce CRM or similar CRM / Account Management platforms
* Good knowledge of different crew management segments and vessel types
* Good knowledge of vessel technical management
* Good knowledge of range of marine services provided by V.Group
* Knowledge of marine operations support and maritime services
* Experience of crew management operations
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