Senior Crew Management Partner

Job Description

Responsibilities

• Work closely with the Fleet Cell and the Crew Management Centre to ensure service delivery as per contract with the customers and elevate performance issues where required.
• Function as the point of contact in escalation of all crew matters between the Fleet Managers and the Crew Management organization.
• Support the Fleet Cell in managing the crew in respect of on board performance and procedures.
• Ensure that Crew Management deliver upon the KPIs agreed between customer, Fleet Cell and Crew Management.
• Establish, maintain and develop relationships with key contacts within the customer organization and obtain a clear understanding of the customer’s strategy and their operational challenges.
• Prepare/participate in, validate and execute Account Development Plans and Customer Success Plans in line with V.Group process and standards and deliver upon commitment.
• Develop and deliver effective onboarding and transition plans for new clients / new vessels.
• Schedule and report regular service performance and budget reviews in line with expectations agreed with the customer and recommend actions to support continuous improvement.
• Review and prepare options for future crewing strategies for assigned customers.
• Actively participate in emergency situations involving vessels in the Fleet Cell and be the close coordination point into the Crew Management Centre and other relevant V.Group departments.
• Play an active part in crew seminars and establish relationships with on board management.
• Assure prompt actions and resolutions are taken upon customer complaints and responded to according to the expectations of the customer.
• Contribute to V.Group commercial activities and campaigns as required.
• Responsible for the crewing elements of the budget, including reporting and negotiation with the customer in cooperation with the business owner.
• Performs key people management functions such as performance reviews, colleague recognition and engagement initiatives.

Qualifications

• BSc/BA, Marine background or relevant experience
• Proven experience in account management role
• Excellent knowledge of all aspects of Crew Operations
• Demonstrable customer service mindset and experience
• Excellent presentational skills
• Strong analytical skills
• Ability to develop and deliver Account Plans / Business Development Plans
• Target-oriented
• Strong communication and interpersonal skills
• Demonstrable experience of building relationships across all organizational levels.
• Excellent organizational skills
• Good understanding / user experience of Salesforce CRM or similar CRM / Account Management platforms
• Good knowledge of different crew management segments and vessel types
• Good knowledge of vessel technical management
• Good knowledge of range of marine services provided by V.Group
• Knowledge of marine operations support and maritime services
• Experience of crew management operations