Client Liaison Manager – Imperial Managed Solution (East Africa)

About the role

The role focuses on maintaining profitability and growth by ensuring client retention and satisfaction through operational effectiveness, cross‑selling logistics services and delivering tailored solutions that meet client business objectives.

Key responsibilities

• Develop and maintain strong relationships with clients, acting as the primary point of contact for all communications.
• Understand the full scope of client needs and business objectives to provide value‑adding, tailored logistics solutions.
• Collaborate with cross‑functional teams to ensure high‑quality service delivery and support.
• Monitor client satisfaction via feedback and surveys, implementing improvements based on responses.
• Identify account growth and upselling opportunities, including new IMS services, tenders, and billing optimisation.
• Resolve client issues and complaints promptly to maintain trust and satisfaction.
• Facilitate regular client meetings or calls to review performance and address ongoing needs.
• Maintain accurate client records, including contact details, account history, and transaction reports.
• Train and guide team members on best practices for client service and relationship management.
• Negotiate contracts and service agreements that meet both client and company requirements.
• Prepare and analyse account status reports for leadership, highlighting successes, opportunities, and areas for improvement.

Required profile

• Bachelor’s degree in business, marketing or a related field.
• Minimum 5 years of experience in logistics or supply‑chain management.
• Strong business acumen with a proven track record of delivering results through teams.
• Customer‑centric mindset, proactive problem‑solver, and effective influencer.
• Excellent verbal and written communication skills with strong analytical abilities.