Regional Director, Air Logistics Customer Care & Commercial Growth - Western Canada

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Are you a commercially driven air logistics professional who thrives on building customer relationships, driving growth, and creating results?

At Kuehne+Nagel, we are looking for a Customer Care Manager to lead our Western Canada Air Logistics Customer Care organization. This is more than a traditional customer service leadership role. We are seeking a highly motivated individual who will take ownership of our customer portfolio, strengthen customer engagement, identify growth opportunities, and help drive the next phase of our commercial success in the region.

The successful candidate will bring strong industry expertise, a customer-centric mindset, and the ability to influence both customers and internal stakeholders. This role requires someone who is proactive, accountable, and energized by the challenge of creating meaningful business impact through customer retention, growth, and operational excellence.

How you create impact

• Lead the Western Canada Customer Care team, fostering a culture of accountability, urgency, collaboration, and customer ownership.
• Take full ownership of a diverse customer portfolio, driving customer retention, engagement, and profitable growth.
• Build and maintain executive-level relationships with customers, becoming a trusted advisor and strategic partner.
• Identify opportunities to recover lost business, strengthen customer loyalty, and expand market share across Western Canada.
• Partner closely with Sales, Key Account Management, Business Development, Trade Lane Management, and Operations teams to develop and execute growth strategies.
• Lead customer business reviews and strategic customer engagement initiatives to ensure long-term success and satisfaction.
• Drive commercial conversations, spot quotation follow-up, opportunity development, and customer retention initiatives.
• Serve as the primary escalation point for critical customer issues, ensuring timely resolution and an exceptional customer experience.
• Analyze customer performance, profitability, and growth opportunities, developing action plans that deliver measurable business results.
• Collaborate with airline partners, vendors, and operational stakeholders to optimize service delivery and customer outcomes.
• Coach and develop team members while identifying capability gaps and opportunities for continuous improvement.
• Promote a proactive approach to customer engagement, ensuring opportunities are pursued with speed, ownership, and persistence.
• Drive adoption of customer-focused best practices and contribute to the ongoing transformation of the Air Logistics organization.
• Maintain a strong understanding of industry trends, customer needs, and competitive dynamics to support business growth.

If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. This job posting relates to an available role and not a future talent pool. 

What we would like you to bring

• Experience within Air Freight, Freight Forwarding, Logistics, Airline Operations, or a closely related transportation environment.
• Strong customer-facing and commercial experience, including customer retention, business development, account management, or customer growth initiatives.
• Demonstrated ability to build relationships and influence both customers and internal stakeholders.
• Proven track record of taking ownership, solving problems, and delivering measurable business results.
• Strong commercial acumen and ability to identify growth opportunities while balancing customer satisfaction and profitability.
• Ability to thrive in a fast-paced, evolving environment and lead through change.
• Leadership experience is preferred, but candidates with strong commercial and customer engagement backgrounds will also be considered.
• Self-starter mindset with a high degree of accountability, urgency, initiative, and resilience.

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target base salary range for this position is between $110,000 and $140,000. Base salary is part of a competitive total rewards package that includes health and dental benefits, a retirement savings plan, and tuition reimbursement. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-UT1

Artificial Intelligence (AI) tools may be used to support portions of the recruitment process, such as reviewing application materials or assisting with scheduling. These tools analyze information to help inform decision making; however, all hiring decisions are made by human reviewers.