Owens Group is a fast developing, multisite organisation, with a large diverse customer base, making this an exciting opportunity. As a result, Owens Group is looking to recruit a Contracts Manager- Transport Division Northwest.
Title - Contracts Manager - Transport Division Northwest
Reporting to - Group Sales Director
Hours - 7:30 -5:30, or as business demands require
Salary - Circa £40,000.00
Role Overview
The Contracts Manager - Transport Division Northwest is responsible for managing customer contracts, developing strong client relationships, and ensuring service performance meets agreed standards. Acting as the senior interface between customers and operational teams, the role provides structured oversight of contract delivery while driving continuous improvement and identifying opportunities for growth. This position leads a team of Customer Service Representatives and Key Account Support Specialists who provide day‑to‑day customer engagement, performance reporting, and administrative support across the transport portfolio. The role also contributes to business development activity, supporting both retention and expansion of services.
Responsibilities and Duties
Customer Relationship Management
* Serve as the senior point of contact for assigned transport customers.
* Build and maintain trusted, long‑term relationships with key stakeholders.
* Lead formal service review meetings and performance discussions.
* Oversee customer communications, ensuring responsiveness and professionalism.
* Identify opportunities to strengthen partnerships and enhance service delivery.
Business Development & Growth
* Proactively seek new business opportunities within existing accounts and target markets.
* Identify opportunities for service expansion, contract extensions, and new transport solutions.
* Support tender submissions, proposals, and presentations.
* Contribute to pricing and service solution development in collaboration with operational and finance teams.
* Maintain awareness of market trends, competitor activity, and emerging customer needs.
Team Leadership & Development
* Provide leadership, direction, and support to the Customer Service Team and Key Account Support Specialists.
* Set clear objectives and performance standards aligned to contract requirements.
* Coach and develop team members to ensure high levels of customer engagement and service quality.
* Ensure accurate and timely production of performance reports, billing support, and contract documentation.
* Foster a proactive, customer‑focused culture across the team.
Contract & Service Oversight
* Manage the full lifecycle of transport contracts from mobilisation through renewal.
* Monitor KPIs, SLAs, and agreed performance measures.
* Ensure contractual obligations are clearly understood and communicated internally.
* Maintain accurate records of contract variations, renewals, and key milestones.
* Support new contract mobilisation and service transitions.
Operational Liaison
* Work closely with depot managers, planners, and supervisors to maintain service alignment.
* Provide oversight of service performance without direct day‑to‑day operational management.
* Support resolution of service issues and customer escalations.
* Conduct periodic site visits to maintain visibility and strengthen customer confidence.
Performance Management & Continuous Improvement
* Review service data and identify trends or improvement opportunities.
* Lead structured reviews where service standards are not met.
* Capture customer feedback and translate it into actionable improvements.
* Promote best practice sharing across contracts within the division.
Compliance & Governance
* Ensure adherence to transport regulations, safety standards, and company policies.
* Identify and manage contractual risks.
* Support audits and reporting processes as required.
Specific Qualifications/ Job Training
* Qualification in Transport Management, Logistics, Business, or related discipline (preferred).
Experience
* 10+ years' experience in transport, logistics, fleet services, contract management, or account management.
* Experience leading customer‑facing teams.
* Demonstrated involvement in business development, tendering, or account growth activities.
* Strong understanding of performance monitoring and service delivery standards.
#J-18808-Ljbffr