Commercial Manager/ Commercial Director

Primary Function

• The role of the Commercial Manager (CM) is to lead and manage an existing and regional account team in the Testing, Inspection and Certification industry
• Provides the necessary guidance and accountability to achieve set commercial targets through existing account maintenance
• Responsible for ensuring that the administrative and logistical execution of the customer service process is done effectively and efficiently to exceed customer expectations and maximize the profitable sale of CSA Group products and services
• Provides structure and leadership and coordinates and supervises the development and training of Customer Care Specialists (CCSs) and Key Account Managers (KAMs) in the region (also New Account Managers (NAMs) where warranted)
• Recruits and selects personnel, and is responsible for training, budgeting, annual goal setting, and monitoring set measurements against goals on a proscribed basis
• Ensures growth of Cross Market Services opportunities and other ancillary services through the normal interaction with existing customers
• Works as part of a global team to help improve service and ensure that global goals are achieved

Principle Duties & Responsibilities

• Provides leadership and direction to the regional CCSs and KAMs (and potentially NAMs) on an ongoing basis
• Motivates and promotes cross selling and superior customer service
• Regularly acts as a decision maker to effectively disposition customer issues and complaints
• Hires, trains and develops regional CCSs and KAMs (and potentially NAMs) to ensure Commercial objectives/targets are met
• Enabler for strong communication, regular product knowledge and corporate goals and vision
• Contributes to strategic direction through the development of an understanding of our customers’ business environment
• Executes promotional/Notices/IFR Findings campaigns
• Participates in and leads special projects as required, and makes recommendations to improve processes and follows up to ensure the goals are met