About Pro Carrier The guiding principle of Pro Carrier is to allow our customers to find sending their goods to and from anywhere in the world as easy and streamlined as possible across a range of offerings and all modes of transport. Formerly known as DG International, the company was established in 2009 to provide high levels of customer service to a range of clients importing into the UK from Asia via sea and air. The company has grown rapidly since then and now offers a range of logistics services across diverse industry sectors. Pro Carrier’s growth has been underpinned by a commitment to a set of shared values that creates a high-performance culture. We have employed self-motivated people who are empowered to make decisions to accelerate our growth. Pro Carrier is poised for significant growth, with a strategy to grow to double in size over the next three years, with Pro Carrier being at the forefront of that plan. The leadership team is experienced, dynamic and client-centric, and the focus for growth is around new technology offerings that compliment current services and additional market share from emerging markets. Your New Role As the Contract Manager for Pro Carrier will play a pivotal role in ensuring contractual compliance and effective management of the delivery initiative. Your responsibilities will encompass a range of contractual, operational, and relationship management aspects Responsibilities Develop and maintain Service Level Agreements (SLAs) from enterprise clients and carriers to ensure alignment with business objectives. Monitor compliance with SLA terms, identifying and addressing any deviations promptly. Conduct regular reviews and updates of SLAs to reflect evolving client needs and operational capabilities. Evaluate and monitor carrier performance against agreed KPIs, including on-time delivery, service quality, and cost efficiency. Implement performance improvement plans for underperforming carriers and conduct regular performance reviews. Collaborate with internal stakeholders to resolve issues impacting service delivery and ensure consistent performance standards. Develop and execute peak season strategies to ensure capacity and resource availability for high-demand periods. Coordinate with internal teams and external partners to forecast demand, allocate resources, and mitigate risks during peak periods. Analyse peak performance data to identify trends and opportunities for process improvements. Oversee transport links for collections and linehaul operations, ensuring seamless integration and efficiency within the Pro Carrier enterprise account profile. Optimise transport schedules and routes to improve delivery timelines and reduce costs alongside the Head of Enterprise Accounts. Liaise with transport and linehaul teams to ensure transport links align with client requirements and operational goals. Work closely with the Head of Enterprise Accounts to align contract management strategies with broader account objectives. Collaborate with cross-functional teams, including operations, finance, transport, to ensure contract terms are feasible and compliant. Prepare detailed reports on SLA compliance, carrier performance, and operational metrics for internal and client-facing purposes. Analyse data to identify trends, risks, and opportunities, providing actionable insights to the Head of Enterprise Accounts. Maintain accurate records of contracts agreements, performance metrics, and communications for audit and compliance purposes. Preferred Skills/experience Proven experience in customer experience role Ecommerce knowledge - Desirable Excellent communication and interpersonal skills Ability to collaborate effectively with internal and external stakeholders Detail-oriented with strong organisational skills What You'll Get in Return In return, you can expect to be given considerable responsibility for implementation, and work closely with a small leadership team where your efforts and success will be noticed. We offer a competitive remuneration package, including free gym membership, private medical care and an employer pension contribution of 5% (based on the employee contributing 5%). We also offer free snacks (Chocolate, Fruit, Crisps, Protein Bars, Protein Shakes, Soft drinks etc) Pay day treats (free lunch or breakfast on us!), Company social events via our social committee, Employee of the month awards (a £500 bonus if you win!) plus many more! We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.