Client Communications, Account Strategy & Marketplace Governance

This section covers the primary responsibilities, which include conducting recurring client business reviews using KPI dashboards and root-cause analyses to recommend improvements and support account retention and expansion. The role also involves serving as the day-to-day relationship owner and communications lead for 3PL accounts, ensuring stakeholder alignment. Leading client escalations and high-impact service exceptions, coordinating corrective actions with various internal and external partners, and providing timely updates are also key. Furthermore, the individual will support 3PL client growth by preparing capability decks, proposals, pricing narratives, and SLA materials, integrating operating cost drivers, service performance insights, and market/revenue findings to aid commercial discussions. Developing and delivering internal training and playbooks on 3PL communications and operating procedures to ensure consistent execution is also a responsibility.

The secondary responsibilities focus on leading carrier and logistics vendor communications to ensure timely internal and client notifications and reduce operational risk. This includes performing shipping cost and surcharge analytics, quantifying savings opportunities, and providing cost-optimization recommendations. Additionally, the role involves analyzing 3PL market size, revenue, and service-line performance, and building scenario-based models to inform go-to-market planning and operational cost optimization.